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 DRN8663210
29 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that the Royal Bank of Scotland Plc (RBS) is holding him responsible for a number of transactions he didn’t make or authorise.backgroundMr S contacted RBS in April 2017 to dispute seven transactions to an online gambling business on 21 April 2017. But ... (2 pages)View decision -
Decision Reference DRN-5465854
17 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465854 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) failed in its duty of care towards him as a vulnerable customer when it failed to intervene when he was spending a significant amount on gambling sites. What happened Over the course of a single da... (3 pages)View decision -
Decision Reference DRN4299544
5 Jul 2017 Paysafe Financial Services Limited Not upheldBanking and creditMr O complains that Paysafe Financial Services Limited have wrongly excluded some transfers he made from the terms of a promotional cashback offer. He says that he is owed money under the terms of the promotion.background Mr O was contacted by Paysafe in relation to a pro... (2 pages)View decision -
Decision Reference DRN-5778057
11 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5778057 The complaint Mr G complains that Fairscore Limited trading as Updraft irresponsibly lent to him. Mr G would like a refund of fees and interest, removal of negative information from his credit file and some compensation to resolve his complaint. What happened Updraft provid... (3 pages)View decision -
Decision Reference DRN-2835828
19 Oct 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2835828 The complaint Mr M is unhappy because Nationwide Building Society allowed transactions totalling almost £17,000 to leave his account which, he says, he didn’t make or otherwise authorise and it has also unfairly recorded a CIFAS marker with the National Fraud Database. What hap... (3 pages)View decision -
Decision Reference DRN-3553725
9 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3553725 The complaint Ms P complains that Lloyds Bank PLC have declined to refund money she said she lost on scam gambling websites. What happened The background to this complaint is well known to both parties, so I won’t go into every detail of what happened here. But in summary, in M... (4 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 pages)View decision -
Decision Reference DRN-5318472
4 Sep 2025 Spreadex Limited Not upheldInvestmentsDRN-5318472 The complaint Mr A has complained about his spreadbetting account he held with Spreadex Limited (‘Spreadex’). He says he was able to transfer funds to his fixed betting account which bypassed the limits he had set and enabled his excessive gambling. He says he has suffered s... (4 pages)View decision -
Decision Reference DRN-3500884
26 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3500884 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) didn’t support him regarding the management of his current account and his overdraft facility. He believes they should have seen the potentially damaging transactions taking place and should have intervened. What happ... (4 pages)View decision -
Decision Reference DRN4679141
5 Dec 2019 Advanced Payment Solutions Limited Not upheldBanking and creditMr T is unhappy that Advanced Payment Solutions Limited (trading as Cashplus) won’t refund transactions made on his card that he says he didn’t authorise.backgroundIn September 2018, a series of payments were carried out using Mr T’s card making payments to a gambling website. Mr T says th... (2 pages)View decision