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 DRN-1933089
16 Sep 2020 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-1933089The complaintMr B complains Monzo Bank Limited has closed his account unfairly.What happenedMr B opened a current account with Monzo in January 2019. He’d had a number of accounts with other businesses, and a poor credit file as well as a CIFAS marker against his name. The accou... (2 pages)View decision -
Decision Reference DRN-3700689
13 Sep 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3700689 The complaint Mr B has complained that Santander UK Plc held him liable for a transaction which he says he didn’t make or otherwise authorise, and that they closed his account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In Febru... (4 pages)View decision -
Decision Reference DRN7970282
15 Jan 2020 Bank of Ireland (UK) Plc Not upheldBanking and creditMr O has complained that Bank of Ireland (UK) Plc (‘the bank’) was wrong not to pursue a chargeback claim with an online gambling company for a large bet that Mr O says he didn’t authorise. backgroundMr O accepts he’d placed three smaller bets with the company but not the much larger one w... (2 pages)View decision -
Decision Reference DRN-2909498
15 Sep 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-2909498 The complaint Mr K complains Barclays Bank UK Plc pressurised him into taking out a credit card when he had a gambling addiction. What happened In 2015, Mr M says he went into a Barclays branch to open an account and at the same time, he took out a credit card, with a credit li... (2 pages)View decision -
Decision Reference DRN-4770008
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4770008 The complaint Mr H complains that Barclays Bank UK Plc failed to block his transactions to a crypto currency firm that he was using to gamble, despite telling Barclays he had a gambling addiction. What happened I sent the parties a provisional decision in March 2024, in which I... (4 pages)View decision -
Decision Reference DRN-3727850
17 Oct 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3727850 The complaint Mr W complains that Starling Bank Limited won’t refund disputed payments made from his current account. What happened On 13 March 2021 a payment for £140 was made from Mr W’s current account to an online gambling company, he says he did not authorise this payment.... (2 pages)View decision -
Decision Reference DRN-3778939
19 Jan 2023 Equifinance Limited Not upheldMortgagesDRN-3778939 The complaint Mr B’s complaint is that Equifinance Limited’s decision to lend to him was irresponsible. This is because it didn’t have concerns about the fact that he gambled at the time the application was approved, and it didn’t complete any further checks for changes in his ... (3 pages)View decision -
Decision Reference DRN-5362342
30 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5362342 The complaint Mr C complains that HSBC UK Bank PLC (“HSBC”) failed to refund transactions he didn’t recognise. What happened Between October 2021 and September 2022 Mr C was in prison and was unable to use his account. He’s said that he secured his card at his home and kept ... (4 pages)View decision -
Decision Reference DRN-3859842
15 Dec 2022 Progressive Money Limited UpheldConsumer CreditDRN-3859842 The complaint Mr L complains about a loan granted to him by Progressive Money Limited (“PML”). He says PML were irresponsible to have lent to him at that time. What happened PML agreed a loan for Mr L in October 2018. The loan was for £15,000 to be repaid in monthly instalments... (4 pages)View decision -
Decision Reference DRN0011332
16 May 2018 Capfin Limited Not upheldBanking and creditMrs P says Capfin Limited, trading as ecashwindow, (“Capfin”) gave her loans she couldn’t afford to repay.backgroundI issued my provisional decision on this complaint on 27 April 2018. A copy is attached and it forms part of this final decision. The full background to the... (8 pages)View decision
