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 5795 results
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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-4946240
19 Aug 2024 Progressive Money Limited Not upheldConsumer CreditDRN-4946240 Complaint Mrs M has complained about a loan Progressive Money Limited (“Progressive”) which she says was unfairly lent to her. She says the loan was unaffordable and so should never have been granted to her in the first place. Mrs M is being represented in her complaint by... (7 pages)View decision -
Decision Reference DRN-2751402
10 May 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2751402 The complaint Mr C complains that The Royal Bank of Scotland PLC won’t refund disputed transactions which were carried out on his account. And he’d like these refunded. He’s also unhappy that the bank restricted his access to benefit payments. What happened Mr C had an account ... (3 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-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 -
Decision Reference DRN-3092848
13 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3092848 The complaint Mr J complains about Monzo Bank Ltd and their failure to set his account’s withdrawal limit back to the agreed amount after he’d requested a one-off limit increase. What happened Mr J held an account with Monzo. In February 2020, Mr J asked Monzo to set his daily ... (3 pages)View decision -
Decision Reference DRN-4541542
16 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4541542 The complaint Mr S and Ms S complain that Nationwide Building Society was irresponsible to lend to them. What happened Mr S and Ms S were approved for the following loan from Nationwide in March 2021: Loan Date Amount Term Repayment Due 1 4 Mar 2021 £10,000 84m £180.46 4 Mar 20... (3 pages)View decision -
Decision Reference DRN-5070600
12 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070600 The complaint Mr J has complained that Lloyds Bank PLC didn’t do enough to safeguard him when he was gambling high volumes with unregulated online casinos. Background Mr J has explained that between February and June 2024 he was placing high value bets with an online casino ... (3 pages)View decision -
Decision Reference DRN-6108487
1 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6108487 The complaint Mr O complains Monzo Bank Ltd didn’t intervene when he started spending compulsively. What happened Mr O had a downturn in his mental health, and having not gambled for some considerable time, he began to spend compulsively on his Monzo account. Mr O deposit... (3 pages)View decision