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-3835619
1 Dec 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3835619 The complaint Mrs F complains that Tesco Personal Finance PLC have irresponsibly lent to her. Mrs F is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Mrs F herself. What ha... (6 pages)View decision -
Decision Reference DRN-1388800
11 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1388800The complaintMr A complains that Barclays Bank UK PLC (Barclays) allowed him to use his credit card to gamble with. He feels Barclays were guilty of irresponsible lending by giving him the card in the first instance and that they ought to have prevented him from gambling with th... (2 pages)View decision -
Decision Reference DRN-4194424
7 Jul 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4194424 The complaint Mr W complains that Capital One (Europe) plc (Capital) irresponsibly issued a credit card to him, for which he couldn’t afford the payments. In particular he says it failed to take into account his gambling problems which it was aware of. He also complains that Ca... (4 pages)View decision -
Decision Reference DRN6702751
4 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr M complains National Westminster Bank Plc won’t refund spending on a gambling website that he says he didn’t make.backgroundIn November 2015 Mr M contacted NatWest to query spending of over £900 made on (at least) one gambling website. The spending had happened b... (3 pages)View decision -
Decision Reference DRN8260426
30 Dec 2015 Nationwide Building Society Not upheldBanking and creditMr J complains that Nationwide Building Society will not refund payments he says he did not make from his account and that it caused him inconvenience when it blocked his card.backgroundMr J says that he did not make payments of £500 and £300 to an online gambli... (2 pages)View decision -
Decision Reference DRN7442070
4 Feb 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMr L complains that Bank of Ireland (UK) Plc (trading as the Post Office) has not refunded a number of payments which he says he did not authorise.backgroundMr L complained to a bookmaker – which I shall call “M” – that about 70 online transactions on his betting account in June an... (3 pages)View decision -
Decision Reference DRN-5665690
3 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665690 The complaint Miss W complains Santander UK Plc did not provide her with proper support and safeguarding as a vulnerable consumer in relation to her current account and overdraft with them. What happened I issued my provisional findings to both parties setting out why I did... (6 pages)View decision -
Decision Reference DRN-4496422
13 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4496422 The complaint Mr C complains PayPal (Europe) Sarl et Cie SCA, “Paypal”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says several transactions which took place on 8 and 9 September 2023 via his Paypal account were not ... (2 pages)View decision -
Decision Reference DRN3130587
6 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr K’s complained the Royal Bank of Scotland Plc (‘RBS’) won’t refund transactions he said he didn’t make. backgroundMr K was upset about duplicate transactions on his account. Some of these were card payments to online gambling websites. He said there were others ... (3 pages)View decision -
Decision Reference DRN4679141
5 Dec 2019 Advanced Payment Solutions Limited Not upheldBanking and creditMr T is unhappy that Advanced Payment Solutions Limited (trading as Cashplus) won’t refund transactions made on his card that he says he didn’t authorise.backgroundIn September 2018, a series of payments were carried out using Mr T’s card making payments to a gambling website. Mr T says th... (2 pages)View decision
