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 DRN-3836852
5 Jan 2023 Fintern Ltd Not upheldConsumer CreditDRN-3836852 The complaint Mr B is unhappy with the service he received from Fintern Ltd surrounding their rejection of his loan application, including that they implied that he had a gambling addiction. What happened Mr B applied to Fintern for a personal loan, but his application was reje... (2 pages)View decision -
Decision Reference DRN-6187856
27 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6187856 The complaint Mr B complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost when he used a non-UK gambling site. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what happened. On 10 July 20... (5 pages)View decision -
Decision Reference DRN-4406837
21 Nov 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4406837 The complaint Mr J complains that HSBC UK Bank Plc acted irresponsibly in lending him a personal loan. He thinks it should have realised he had a gambling addiction which meant the loan was unaffordable for him. What happened Mr J took out a personal loan with HSBC in March 201... (3 pages)View decision -
Decision Reference DRN-5973370
22 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5973370 The complaint Mrs G has complained that Kroo Bank Ltd failed to process chargeback requests she made in relation to a number of disputed transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 pages)View decision -
Decision Reference DRN1045870
3 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc acted irresponsibly in not applying restrictions on gambling transactions made from his accounts.backgroundMr D says that he made numerous requests to the bank for it to block gambling transactions that are attempted on his credit card account... (2 pages)View decision -
Decision Reference DRN-5932964
25 Mar 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5932964 The complaint Mr R complains that The Royal Bank of Scotland Plc treated him unfairly regarding chargeback claims for a number of payments. Mr R is also unhappy with the service he received from The Royal Bank of Scotland Plc while he was disputing these payments. What happe... (4 pages)View decision -
Decision Reference DRN-3802029
10 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3802029 The complaint Mr J has complained that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail.... (2 pages)View decision -
Decision Reference DRN-6052757
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6052757 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to identify and act upon clear signs of financial harm and vulnerability. What happened Miss W holds a current account with NatWest. In August 2025, she complained to the ... (5 pages)View decision -
Decision Reference DRN-5634486
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634486 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft facility she says she couldn’t afford. What happened Miss C was given an overdraft with her Monzo account in September 2022. The overdraft limit was £2,000. ... (3 pages)View decision -
Decision Reference DRN-6106304
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6106304 The complaint Mrs B doesn’t think Bank of Scotland plc trading as Halifax did enough to help and support her with her gambling addiction. She thinks it’s systems and inaction led to her losing a significant sum of money and causing her unnecessary trouble and upset. She’d li... (3 pages)View decision