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 DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 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-3458329
28 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3458329 The complaint The estate of Mrs T complains that Santander UK Plc allowed the late Mrs T to carry out gambling transactions on her account which they should have identified and prevented. The estate of Mrs T wants the gambling transactions, and any associated charges, refunded.... (3 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-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-3687023
20 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3687023 The complaint Ms D complains Santander UK Plc (Santander) won’t refund transactions that she thought would be blocked. She asks that the transactions be refunded. What happened In October 2021, Ms D carried out a number of gambling transactions at a third-party establishment I ... (4 pages)View decision -
Decision Reference DRN1768412
9 May 2017 Barclays Bank Plc Not upheldBanking and creditMrs S complains on behalf of her son Mr S that Barclays Bank PLC shouldn’t have let Mr S spend £9,064.31 from his account on gambling. She wants the money refunded.backgroundMrs S says she and her son had a meeting with Barclays in February 2016. She says this me... (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-3778920
6 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3778920 The complaint Mr M complains that Barclays Bank UK PLC has not refunded him for payments he says he did not authorise. What happened Mr M holds a current account with Barclays. Between 26 March 2020 and 19 June 2020 a series of payments were made from Mr M’s account to various ... (2 pages)View decision