We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 5478 results
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Decision Reference DRN-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision -
Decision Reference DRN1045870
3 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc acted irresponsibly in not applying restrictions on gambling transactions made from his accounts.backgroundMr D says that he made numerous requests to the bank for it to block gambling transactions that are attempted on his credit card account... (2 pages)View decision -
Decision Reference DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision -
Decision Reference DRN4908948
2 Sep 2019 Starling Bank Limited Not upheldBanking and creditMr Q is unhappy with the service he’s received from Starling Bank Limited (Starling) after opening a bank account. He’s also unhappy the account wasn’t closed when he asked for it to be.backgroundMr Q opened an account with Starling. He says he was attracted by its advertised features of b... (2 pages)View decision -
Decision Reference DRN-2885052
18 Sep 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2885052 The complaint Mr C is unhappy with Santander UK Plc because it hasn’t refunded transactions to gambling websites which he’s says he didn’t auhtorise. What happened The details of this case are well-known to both parties. And prior to issuing this final decision I’ve discussed t... (3 pages)View decision -
Decision Reference DRN-6106304
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6106304 The complaint Mrs B doesn’t think Bank of Scotland plc trading as Halifax did enough to help and support her with her gambling addiction. She thinks it’s systems and inaction led to her losing a significant sum of money and causing her unnecessary trouble and upset. She’d li... (3 pages)View decision -
Decision Reference DRN-6098568
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6098568 The complaint Mr C complains that Barclays Bank UK PLC was irresponsible in its lending to him. He wants a refund for the money he borrowed. Mr C is represented by a family member but for ease of reference I have referred to Mr C throughout this decision. What happened Mr C ... (5 pages)View decision -
Decision Reference DRN-4506764
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4506764 The complaint Mr O has complained that Barclays Bank UK PLC failed to protect him when he was experiencing poor mental health and gambled £70,000 over a two-month period. Background Mr O suffers from serious mental health issues. In September 2018 he sold a property and deposit... (3 pages)View decision -
Decision Reference DRN-2787629
4 May 2021 Progressive Money Limited UpheldConsumer CreditDRN-2787629 The complaint Ms S complains that Progressive Money Limited (“Progressive”) lent to her in an irresponsible manner. What happened Ms S was given a single loan by Progressive. She borrowed £5,000 in July 2018 and agreed to repay the loan in 36 monthly instalments. Part of the lo... (6 pages)View decision -
Decision Reference DRN8199204
27 Apr 2018 TSB Bank plc UpheldBanking and creditMiss M complains TSB Bank plc approved her multiple applications to increase her overdraft when it shouldn’t have done so.backgroundMiss M switched to a TSB current account in July 2017. TSB says it initially declined Miss M’s online applications for an overdraft facili... (3 pages)View decision