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 DRN7421887
8 Jun 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr C is unhappy that Tesco Personal Finance PLC has charged him fees and interest for payments he made to gambling companies using his credit card. backgroundEarly last year Tesco wrote to Mr C to advise him that, with effect from June, it would be changing some of ... (2 pages)View decision -
Decision Reference DRN-5910051
11 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5910051 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money failed to intervene when he was suffering from a gambling addiction. What happened Mr L had a credit card with Virgin Money. From 2022 onwards Mr L used the account to make high value payments thro... (2 pages)View decision -
Decision Reference DRN-4297305
29 Aug 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4297305 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr E was provided with a credit card in July 2018 by Virgin Money with a credit limit of £1,800. Mr E says that he built up a large debt on the c... (2 pages)View decision -
Decision Reference DRN7639708
10 Apr 2019 Paysafe Financial Services Limited UpheldBanking and creditMr C complains that Paysafe Financial Services Limited (trading as Neteller) unfairly excluded transactions he made from a promotional cashback offer.background Mr C entered a reward scheme that said if he made transactions above a certain level he’d earn cashback. The ... (3 pages)View decision -
Decision Reference DRN1338740
17 May 2016 Indigo Michael Limited UpheldBanking and creditMr M complains about loans he took out with Indigo Michael Limited T/as SafetyNetCredit. He believes he should never have been lent to as he couldn’t afford to repay the loans because of his existing commitments and gambling addiction. backgroundMr M borrowed £300 from S... (3 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN5689074
24 Jan 2020 Tandem Bank Limited Not upheldBanking and creditMr R has complained about Tandem Bank Limited and the charges they’ve applied to his credit card account after processing gambling transactions as cash advances.backgroundMr R made three gambling transactions on his tandem credit card account worth £1,000 each. These transactions were proc... (2 pages)View decision -
Decision Reference DRN-5836445
18 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5836445 THE COMPLAINT The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. In short, Mr B is unhappy that Monzo Bank Ltd (“Monzo”) will not reimburse him payments he made to Pixeleum. One of our investigators c... (3 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision