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 4967 results
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Decision Reference DRN6717586
3 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc lent him money irresponsibly when it should have realised that he had a gambling problem.backgroundIn May 2014 Bank of Scotland (trading as Halifax) approved a £500 overdraft limit for Mr W. He quickly increased this to £1,900 ... (2 pages)View decision -
Decision Reference DRN-2333465
11 Nov 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2333465 The complaint Mr P has complained Barclays Bank UK PLC won’t refund transactions made using his debit card which he didn’t make. He’s also concerned about how they dealt with his complaint. What happened In November and December 2018 a number of gambling transactions were made ... (3 pages)View decision -
Decision Reference DRN-3162998
19 Nov 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3162998 The complaint Mr H complains that Tesco Personal Finance PLC (“TPF”) irresponsibly gave him a loan and an increase to his credit card limit. He feels this added to his difficulty dealing with a gambling addiction. What happened Mr H’s credit card from TPF began in 2011, with a ... (4 pages)View decision -
Decision Reference DRN-4938066
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4938066 The complaint Mrs B complains that Nationwide Building Society didn’t take action when her activity changed significantly on her account, and she entered a period of compulsive spending and gambling. What happened Mrs B explained that due to the medication she was taking she... (4 pages)View decision -
Decision Reference DRN-3856993
14 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3856993 The complaint Mr S is unhappy that Santander UK Plc won’t refund him for transactions he says he didn’t authorise. What happened Between April and September 2021, there were 35 payments made from Mr S’ bank account to an online gambling company totalling £23,632. Mr S reported ... (4 pages)View decision -
Decision Reference DRN-4533959
2 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4533959 The complaint Miss D has complained that Barclays Bank UK PLC trading as Barclaycard acted irresponsibly when it approved her for a credit card in 2019 and then increased the limit on the card a few weeks later. In addition, she has said that Barclaycard failed to pick up on th... (4 pages)View decision -
Decision Reference DRN-2936819
10 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2936819 The complaint Miss G has complained that NewDay Ltd hasn’t treated her fairly as a vulnerable consumer, and as a result she accrued more debt on her credit card account. What happened Miss G opened her account in March 2017, and between April and October 2019 Miss G says it was... (4 pages)View decision -
Decision Reference DRN-3304667
28 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3304667 The complaint Mr W is unhappy Barclays Bank UK PLC (“Barclays”) haven’t refunded a series of transactions made from his current account which he says he didn’t make or otherwise authorise himself. What happened Mr W contacted Barclays in 2018 and 2019 to report a series of gamb... (6 pages)View decision -
Decision Reference DRN5922866
22 Apr 2020 Barclays Bank UK PLC Not upheldBanking and creditMr C is unhappy with the service Barclays Bank UK PLC, trading as Barclaycard, has given him in relation to his credit card account. He wants Barclays to compensate him for this. background The evidence in this case is detailed, running to several hundred pages of documents, all of which I... (4 pages)View decision -
Decision Reference DRN-5330399
4 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5330399 The complaint Miss S says NatWest failed to offer her support when she was spending compulsively and experiencing financial harm. Background Miss S has a compulsive spending problem which resulted in her gambling in an excessive and harmful way. She says that this impacted ... (5 pages)View decision
