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-2218297
17 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2218297 The complaint Mr P is unhappy with HSBC UK Bank Plc’s handling of his debit card fraud claim and its refusal to refund him for a series of disputed transactions he says he didn’t make. What happened Mr P contacted HSBC in May 2019 to report a series of gambling transactions ove... (3 pages)View decision -
Decision Reference DRN4436829
26 May 2020 Virgin Money plc UpheldBanking and creditComplaintMiss S is unhappy with Virgin Money plc’s handling of payments to her credit card account, and delays in removing late payment markers on her credit file.BackgroundMiss S had a Virgin Money credit card. She said she paid £600 in July 2018 to clear her account, but the payment wasn... (5 pages)View decision -
Decision Reference DRN9180790
16 May 2018 National Westminster Bank Plc Not upheldBanking and creditMr G complains that National Westminster Bank Plc (NatWest) didn’t give him adequate and timely options to control spending on his account when he told them about his gambling addiction.backgroundMr G has had a bank account with NatWest for around ten years. Over tha... (2 pages)View decision -
Decision Reference DRN-5505618
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505618 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when it provided him a £500 overdraft facility in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that... (4 pages)View decision -
Decision Reference DRN4155544
18 Dec 2017 HSBC Bank plc UpheldBanking and creditS, a limited company, complains that HSBC Bank Plc will not refund payments that were not authorised from its account.backgroundThe payments that are disputed were made using the company debit card held by the director. These were to two separate gambling businesses and w... (3 pages)View decision -
Decision Reference DRN-5775713
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775713 The complaint Miss F complains that Nationwide Building Society lent to her irresponsibly. What happened Miss F has had a current account with Nationwide for several years. An overdraft was added to the account and later increased as follows: Date Credit limit Increase / de... (4 pages)View decision -
Decision Reference DRN-5873763
25 Nov 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5873763 The complaint Mr S complains that Northern Bank Limited trading as Danske Bank failed to apply a block to his current account which would have prevented certain gambling transactions. What happened Mr S has a current account with Danske Bank. On 27 November 2024, he called a... (2 pages)View decision -
Decision Reference DRN-5896748
29 Jan 2026 Salad Finance Limited Not upheldConsumer CreditDRN-5896748 The complaint Mr C complains that Salad Finance Limited (Salad) irresponsibly provided him with a loan. What happened Salad provided Mr C with a loan of £1,000 in July 2023. The loan was for 18 months with a monthly repayment of £89.61. The total amount payable under the l... (3 pages)View decision -
Decision Reference DRN-5923008
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5923008 The complaint Mr S complains that Barclays Bank UK PLC failed to adequately protect or support him with his gambling addiction. He states he lost over £20,000 from the online betting and gambling transactions he made on his account. He complains this has affected his mental ... (2 pages)View decision -
Decision Reference DRN-5657497
20 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5657497 The complaint Mr D complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) failed to act appropriately when he made them aware he was struggling with gambling addiction. What happened Mr D held a credit card with Tesco Bank with a £2,000 credit limit. He says sin... (3 pages)View decision