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 DRN-4252308
4 Dec 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4252308 The complaint Mr S is unhappy that HSBC UK Bank Plc won’t reimburse money he lost through spread betting. What happened Mr S opened a HSBC credit account and used it to transfer money to a financial spread betting account. Mr S later complained to HSBC because he felt that they... (3 pages)View decision -
Decision Reference DRN-3308618
11 Feb 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3308618 The complaint Mr W complains about Tesco Personal Finance PLC and their decision to issue him with replacement credit cards despite him asking for a block to be placed on the accounts to prevent him using their limits to fund his gambling addiction. What happened Mr W held cred... (3 pages)View decision -
Decision Reference DRN5266037
12 Nov 2019 Nationwide Building Society Not upheldBanking and creditComplaintMiss P complains Nationwide Building Society failed to refund her a series of transactions she didn’t agree to. She says the transactions were made by people she’d trusted who were using her mobile phone to play games. She was unaware they were using her debit card to make payment... (4 pages)View decision -
Decision Reference DRN-3976386
20 Feb 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3976386 The complaint Mr N complains Capital One (Europe) plc refused his requests to close his credit card accounts after he told them he had a gambling addiction. What happened Mr N has two credit cards with Capital One. He’s complained because they’ve refused to close his accounts d... (4 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-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision -
Decision Reference DRN-2885990
23 Jun 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2885990 The complaint Miss D has complained that TSB Bank plc won’t refund her for disputed transactions she didn’t make or authorise. What happened Miss D had a current account with TSB. Between November 2019 and May 2020, a series of transactions were made to three gambling websites... (3 pages)View decision -
Decision Reference DRN8620286
16 May 2017 Barclays Bank Plc Not upheldBanking and creditMr L complains about the loans he took out with Barclays Bank Plc. He complains that Barclays shouldn’t have given him the loans because of his mental health problems. backgroundIn August 2016, Mr L applied for four loans using Barclays’ mobile app. The loans w... (3 pages)View decision -
Decision Reference DRN-2955112
23 Sep 2021 Everyday Loans Limited UpheldConsumer CreditDRN-2955112 The complaint Mr C has complained that Everyday Loans Limited (ELL) irresponsibly lent him two loans. What happened In August 2019 ELL agreed a £1,500 loan to Mr C. This was due to be repaid over 18 months with a monthly repayment of £144.25. This loan was repaid in full in la... (4 pages)View decision -
Decision Reference DRN-4348631
5 Oct 2023 Lendable Ltd UpheldConsumer CreditDRN-4348631 The complaint Mr B complains Lendable Ltd lent to him irresponsibly. What happened Mr B took out a £3,000 loan with Lendable in July 2022, and the total amount he needed to repay was just over £5,000. The loan had a term of three years, and the monthly repayments were around £1... (4 pages)View decision
