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 DRN5402041
18 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr F’s complaint is that National Westminster Bank Plc (“Natwest”) won’t refund him for disputed transactions on his account.backgroundMr F is represented in this complaint by Mrs F, but for ease of reference I’ll only refer to Mr F throughout. In 2016 Mr F becam... (3 pages)View decision -
Decision Reference DRN4528475
2 Nov 2015 Tesco Personal Finance PLC Not upheldBanking and creditMr O complains that Tesco Personal Finance PLC allowed him to use his credit card for gambling transactions even where the transactions took him over the cash advance limit on the card. He thinks Tesco should refund the transactions.backgroundMr O opened a credit car... (4 pages)View decision -
Decision Reference DRN-3081121
1 Oct 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3081121 The complaint Mr H and Mrs M complain about the way HSBC UK Bank Plc managed their account when they were experiencing financial difficulties. What happened Mr H and Mrs M have held a joint current account with HSBC for several years. They were previously managing their finance... (10 pages)View decision -
Decision Reference DRN-3985455
2 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3985455 The complaint Mr Y has complained Santander UK plc won’t refund money spent on gambling transactions, which he believes should have been stopped. He’s upset that Santander blocked a credit a gambling company tried to make to his account. What happened After being out with frien... (3 pages)View decision -
Decision Reference DRN-3605511
25 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3605511 The complaint Mrs C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to her irresponsibly and didn’t help her when she was in financial difficulty. What happened Mrs C applied online for a credit card in July 2016 – she asked for a balance transfer o... (5 pages)View decision -
Decision Reference DRN-6266131
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6266131 The complaint Mr S complains that Bank of Scotland Plc trading as Halifax failed to intervene and support him when he experienced a period of excessive spending on his account. What happened Mr S holds a Halifax account. Between 27 October and 5 November 2025, over a period ... (3 pages)View decision -
Decision Reference DRN-5895208
25 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5895208 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to protect him from harm between April 2024 and July 2025. What happened Mr M has an account with Barclays. He’s told us that he has a gambling addiction and says he told Barclays this in 2020 and it placed a... (2 pages)View decision -
Decision Reference DRN-6098568
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6098568 The complaint Mr C complains that Barclays Bank UK PLC was irresponsible in its lending to him. He wants a refund for the money he borrowed. Mr C is represented by a family member but for ease of reference I have referred to Mr C throughout this decision. What happened Mr C ... (5 pages)View decision -
Decision Reference DRN-2885052
18 Sep 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2885052 The complaint Mr C is unhappy with Santander UK Plc because it hasn’t refunded transactions to gambling websites which he’s says he didn’t auhtorise. What happened The details of this case are well-known to both parties. And prior to issuing this final decision I’ve discussed t... (3 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision