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 5830 results
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Decision Reference DRN-1552338
2 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-1552338 The complaint Mrs K is unhappy with how National Westminster Bank Plc treated her after she became overdrawn. What happened Mrs K held a number of current and a savings account with NatWest. In early June 2019, after an intense period of gambling which left Mrs K overdrawn by ... (5 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision -
Decision Reference DRN5309479
27 May 2016 Everyday Loans Limited Not upheldBanking and creditMr S complains that Everyday Loans Limited was irresponsible to lend him money and that the charges were excessive and unreasonable.background Everyday Loans approved a £3,000 loan to Mr S in February 2015. Mr S says he told them he was gambling so they shouldn’t ... (1 page)View decision -
Decision Reference DRN-4792369
23 May 2024 Aro Finance Limited Not upheldMortgagesDRN-4792369 The complaint Mr and Mrs S complain that Aro Finance Limited – formerly Freedom Finance Limited – mis-sold them a secured loan (second charge mortgage). They say the advice it gave them to take out the loan was unsuitable given their circumstances. What happened Mr and Mrs S fi... (5 pages)View decision -
Decision Reference DRN6546106
2 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr S says Lloyds Bank PLC shouldn’t have lent him any money.backgroundMr S asked Lloyds for loans twice in early-2013 but the bank turned him down because it didn’t think he could afford the repayments. In April 2013 he asked again and got a £4,000 loan. He met the m... (4 pages)View decision -
Decision Reference DRN-4321711
26 Mar 2024 Spreadex Limited Not upheldInvestmentsDRN-4321711 The complaint Mr L complains that Spreadex Limited failed to safeguard him against problem gambling. He’s also raised some more specific concerns about having to commit additional funds to place bets and accruing debt despite having a credit facility available to him. What happ... (4 pages)View decision -
Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision -
Decision Reference DRN-4832568
4 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4832568 The complaint Mr T complains because National Westminster Bank Plc refused to refund gambling transactions which he says he didn’t authorise. What happened In September 2018 Mr T contacted NatWest to query multiple gambling transactions on his account which he says he didn’t au... (3 pages)View decision -
Decision Reference DRN-5514216
24 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514216 The complaint Mr K complains Lloyds Bank PLC offered him no support despite him gambling in excess of £80,000. What happened Mr K has been a customer of Lloyds Bank for many years. In 2022 Mr K complained to Lloyds Bank about his overdraft saying that it had lent to him irre... (3 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision