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 4967 results
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Decision Reference DRN3052098
18 Jan 2016 Tesco Personal Finance PLC UpheldBanking and creditMr K complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly deducted Tesco Clubcard points from his account.backgroundWhen Mr K received credits on his Tesco credit card from a gambling company, he noticed Clubcard points were being deducted, even ... (1 page)View decision -
Decision Reference DRN0118092
12 Nov 2015 Hastings Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B complains that Hastings Insurance Services Ltd cancelled her car insurance policy after it found out she worked in a betting shop.backgroundMiss B took out the policy online. She gave her occupation as ‘assistant manager retailing’. Hastings cancelled the policy ... (2 pages)View decision -
Decision Reference DRN-4443965
8 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443965 The complaint Mr B complains that National Westminster Bank Plc (NatWest) failed to raise chargeback claims for payments he made to an online casino, preventing him from recovering them. He thinks NatWest should therefore refund him for the payments. What happened Around May 20... (6 pages)View decision -
Decision Reference DRN-3436173
1 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3436173 The complaint The estate of Mr C1 complains that Barclays Bank UK PLC failed in its duty of care to protect Mr C1 when it processed a number of gambling transactions on his behalf. Mr C1’s estate is represented by his son, Mr C2. What happened The facts of this case are well-kn... (4 pages)View decision -
Decision Reference DRN-5085106
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5085106 The complaint Mr L complains that Revolut Ltd (Revolut) failed to deal with his chargeback dispute fairly. What happened On 2 May 2024, Mr L paid $508.29 to a simulated trading platform who I’ll call T. He used his debit card with Revolut to pay for this transaction. Mr L la... (3 pages)View decision -
Decision Reference DRN-3323980
15 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3323980 The complaint Miss S has complained that Santander UK Plc (Santander) acted irresponsibly when it provided her with three loans between 2012-2014. Background Miss S applied for, and was granted, threes loans from Santander in 2012, 2013 and 2014. She has said that all three loa... (3 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-3490275
9 Aug 2022 Progressive Money Limited UpheldConsumer CreditDRN-3490275 The complaint Miss N complains that Progressive Money Limited (PML), lent to her irresponsibly. What happened Using information from PML then it seems that Miss N was approved for a loan which commenced 7 December 2017. It was for £3,900 of which £2,481 was used to pay off anot... (7 pages)View decision -
Decision Reference DRN7258666
1 Aug 2016 Santander UK Plc Not upheldBanking and creditMrs D complains that Santander UK Plc will not refund some disputed transactions.backgroundIn May 2015, 16 transactions totalling just over £1400 were made on Mrs D credit card. These were all made in the space of less than 24 hours and all to one gambling website.... (2 pages)View decision -
Decision Reference DRN-4623755
14 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4623755 The complaint Miss B’s complaint is about a secured personal loan that was taken out in her and her ex-partner’s names in 2007. She is unhappy that Santander UK Plc is holding her liable for the debt, even though she told Santander she was coerced into signing the application. ... (4 pages)View decision
