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 5478 results
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Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision -
Decision Reference DRN-3444931
10 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3444931 The complaint Mr B is unhappy that Barclays Bank UK PLC hasn’t refunded debit card transactions he says he didn’t make or otherwise authorise. What happened Mr B disputes gambling transactions paid from his account from 6 June 2019 until 23 July 2020, all with the same gambling... (3 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-5903854
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5903854 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) didn’t raise chargebacks for him for transactions that took place on his account. Mr W also complains that Virgin Money failed to offer support to him as a vulnerable customer and ... (4 pages)View decision -
Decision Reference DRN-6098568
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6098568 The complaint Mr C complains that Barclays Bank UK PLC was irresponsible in its lending to him. He wants a refund for the money he borrowed. Mr C is represented by a family member but for ease of reference I have referred to Mr C throughout this decision. What happened Mr C ... (5 pages)View decision -
Decision Reference DRN-2782083
10 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2782083 The complaint Mr M complains that Barclays Bank UK PLC paid money from his late father’s estate into his account which allowed him to gamble with it. What happened Mr M says his father passed away and the money from his father’s Barclays account was paid into his account he hel... (2 pages)View decision -
Decision Reference DRN-1685868
4 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1685868The complaintMr O complains that HSBC UK Bank Plc (HSBC) allowed him to use his overdraft to gamble, which he feels should not be permitted. What happenedOur investigator’s background summary covered all the relevant facts and issues, and is known to both Mr O and HSBC, so I won... (2 pages)View decision -
Decision Reference DRN3184239
6 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Barclays to refund the money.backgroundMr H says he contacted Barclays because of some transactions on his account that he didn’t ... (3 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN1994839
1 Jun 2018 Loans 2 Go Limited UpheldBanking and creditMr P complains that he was mis-sold some logbook loans by Loans 2 Go Limited.backgroundMr P took out five logbook loans with Loans 2 Go between February and December 2014. In 2015 his car was recovered by Loans 2 Go because he hadn’t made the contractual repayments.... (3 pages)View decision