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 4692 results
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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 -
Decision Reference DRN0921405
21 May 2014 Sporting Index Limited Not upheldInvestment and pensionsMr L’s complaint relates to the reopening of his spread-betting account with Sporting Index Limited in 2012. Mr L considers that Sporting Index should have been aware that he had a problem with gambling, and therefore should not have allowed him to use its service again. backgroundMr L he... (2 pages)View decision -
Decision Reference DRN-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 pages)View decision -
Decision Reference DRN-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan 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 can resul... (4 pages)View decision -
Decision Reference DRN-4741109
14 Jun 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4741109 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of what he considers a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happ... (2 pages)View decision -
Decision Reference DRN-1651501
3 Jul 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1651501ComplaintMr J complains that Bank of Scotland plc trading as Halifax (BOS) didn’t do enough to prevent him from excessive gambling on his credit card and bank account. BackgroundMr J has a credit card and current account with BOS and over a two week period he made several transa... (2 pages)View decision -
Decision Reference DRN-5229243
27 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5229243 The complaint Mr W complains about how Nationwide Building Society (NBS) treated him after he made multiple gambling transactions in a short period, and feels NBS should have stopped them. Accordingly, Mr W would like NBS to refund some or all of the transactions. What happe... (3 pages)View decision -
Decision Reference DRN-5469425
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5469425 The complaint Miss M says HSBC UK Bank PLC (“HSBC”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known by both parties, so I won’t repeat them in detail here. In short, Miss M says she... (3 pages)View decision -
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-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
