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-2751402
10 May 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2751402 The complaint Mr C complains that The Royal Bank of Scotland PLC won’t refund disputed transactions which were carried out on his account. And he’d like these refunded. He’s also unhappy that the bank restricted his access to benefit payments. What happened Mr C had an account ... (3 pages)View decision -
Decision Reference DRN-5070600
12 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070600 The complaint Mr J has complained that Lloyds Bank PLC didn’t do enough to safeguard him when he was gambling high volumes with unregulated online casinos. Background Mr J has explained that between February and June 2024 he was placing high value bets with an online casino ... (3 pages)View decision -
Decision Reference DRN-4669651
30 May 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4669651 The complaint Ms W has said HSBC UK Bank Plc acted irresponsibly when it provided her with two separate loans in 2018 and 2021. Ms W is represented by a complaints management company (“CMC”). For the sake of clarity when I refer to Ms W I mean both her and her representative. B... (3 pages)View decision -
Decision Reference DRN-5732847
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732847 The complaint Mr W has complained about how Monzo Bank Ltd (Monzo) handled his chargeback claims. What happened Mr W made several deposits to an online gambling site called ‘H’ in April 2025 using his Monzo Flex credit card. He was later unable to withdraw his winnings back ... (4 pages)View decision -
Decision Reference DRN-4546812
12 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546812 The complaint Mrs W complains that National Westminster Bank Plc (“NatWest”) refused to raise chargeback claims in respect of money held with two gambling merchants. She also complains that NatWest failed to offer her support as a vulnerable customer and sent her a letter about... (6 pages)View decision -
Decision Reference DRN6373277
18 Sep 2019 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank Plc won’t refund payments he says he didn’t make from his account and that it is holding him responsible for the related borrowing.backgroundThe disputed payments made were to online betting companies, which I have anonymised as companies 1 to 3 below. Lloyd... (4 pages)View decision -
Decision Reference DRN-3429300
5 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3429300 The complaint Mr P complains that Barclays Bank UK PLC debited his account with a series of payments totalling approximately £8,000 which he says he didn’t make or otherwise authorise. What happened Between January and August 2020, a series of approximately 625 payments were ma... (3 pages)View decision -
Decision Reference DRN3100666
1 Mar 2021 DTW Associates Limited UpheldBanking and creditIn summary, Miss F has complained that DTW Associates Limited (DTW), trading as Auto Advance Logbook loan, provided her with three loans when she wasn’t able to afford them. background In January 2017 DTW provided Miss F with a loan for £1,880 repayable over 24 months. It was a high intere... (5 pages)View decision -
Decision Reference DRN-3189781
30 Nov 2021 Oplo HL Ltd Not upheldMortgagesDRN-3189781 The complaint Mr K and Mr K complain that 1st Stop Home Loans Limited (1st Stop) lent to them irresponsibly. What happened Mr K and Mr K are father and son – referred to here as Mr KS (senior - father) and Mr KJ (junior - son). They lived together, although the house was in the... (4 pages)View decision -
Decision Reference DRN-3991631
22 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3991631 The complaint Mrs B complains that Santander UK Plc (“Santander”) lent to her irresponsibly and did nothing to support her despite informing it of her gambling problems and other vulnerabilities. What happened Mrs B held an account with Santander with an overdraft facility. Mrs... (4 pages)View decision