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-4121517
11 May 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4121517 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) lent to him irresponsibly. What happened Mr G had a current account with HSBC. He had an overdraft limit of £5,000. On 28 October 2017, he applied for a loan of £25,000, payable over 98 months – for home improvements. Th... (4 pages)View decision -
Decision Reference DRN0345640
31 Dec 2018 NewDay Ltd Not upheldBanking and creditMr T complained that NewDay Ltd, trading as Aquacard, shouldn’t have increased his credit limit. He said he was using it for gambling, and thinks Aquacard should have noticed and done something about it.Mr T wants Aquacard to refund all interest and late fees, and r... (4 pages)View decision -
Decision Reference DRN2533197
8 Jan 2020 Santander UK Plc Not upheldBanking and creditMr W is unhappy that Santander UK Plc did not block his card from being used at a specific gambling company. As a result, he spent £10,200. Mr W wants Santander to refund this money as he thinks he should have been protected when he asked for his card to be blocked a few months earlier. ba... (4 pages)View decision -
Decision Reference DRN-4818078
9 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4818078 The complaint Mr M has complained about the way TSB Bank plc handled some transactions which he says he didn’t make or otherwise authorise. What happened During the early hours of a particular day, around £1,400 was spent on online gambling from Mr M’s TSB account, using his... (3 pages)View decision -
Decision Reference DRN-6216643
11 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6216643 The complaint Miss C is unhappy that Barclays Bank UK PLC, trading as Barclaycard, allowed her to transfer funds from her credit-card account to her Barclays current account, which she then used for gambling, and she feels Barclaycard should have done more to prevent this an... (3 pages)View decision -
Decision Reference DRN-5586018
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5586018 The complaint Mr G complains HSBC UK Bank Plc won’t reimburse money he lost when he fell victim to a scam. He also says there have been multiple service issues with HSBC and is unhappy with the compensation offered. What happened Mr G paid funds using his debit card for onl... (3 pages)View decision -
Decision Reference DRN-3477434
20 May 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3477434 The complaint Mr B has complained that Sainsbury’s Bank Plc failed to properly monitor his credit card account or offer him support when he was gambling compulsively. He has asked that it refund all of the interest and charges that have been applied to his account. Background M... (4 pages)View decision -
Decision Reference DRN-4373435
28 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4373435 The complaint Mr C has complained that Lloyds Bank PLC didn’t do enough to safeguard him as a vulnerable consumer when he started gambling as a result of a mental breakdown. What happened On 7 November 2022 Mr C spent a total of £7,581 on numerous gambling transactions from his... (3 pages)View decision -
Decision Reference DRN-5589754
29 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589754 The complaint Mr P has complained that Starling Bank Limited refused to process a chargeback request for him for transactions that took place on his account. Background Mr P has told us he has a history of compulsive spending and problem gambling. In order to try to protect... (3 pages)View decision -
Decision Reference DRN-2873350
8 Apr 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-2873350 The complaint Mr S has complained that Everyday Lending Limited trading as “Everyday Loans” acted irresponsibly when it provided him with a loan in July 2019. Background Mr S borrowed £1,500 from Everyday Loans in July 2019. The loan was for 18 months and the monthly repayments... (2 pages)View decision