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-2841116
29 Oct 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2841116 The complaint Mr J, on behalf of the estate of Mrs T, complains that The Co-operative Bank Plc (“Co-op”) failed to identify and intervene in compulsive spending on Mrs T’s account resulting from a gambling addiction. Mr J also complains that Co-op failed in its money laundering... (5 pages)View decision -
Decision Reference DRN-5651975
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5651975 The complaint Mr W complains that Revolut Ltd (Revolut) failed to notice that he was transferring large sums of money out of his account for gambling. He thinks it should have done more to safeguard his money while he was suffering from mental illness. As a result, he lost t... (2 pages)View decision -
Decision Reference DRN-4946240
19 Aug 2024 Progressive Money Limited Not upheldConsumer CreditDRN-4946240 Complaint Mrs M has complained about a loan Progressive Money Limited (“Progressive”) which she says was unfairly lent to her. She says the loan was unaffordable and so should never have been granted to her in the first place. Mrs M is being represented in her complaint by... (7 pages)View decision -
Decision Reference DRN-5865597
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5865597 The complaint Ms P complains that TSB Bank plc should have identified that she was using her current account for compulsive gambling and taken steps to protect and support her. What happened Ms P has had a bank account with TSB since 2017. She used the account mainly for ga... (2 pages)View decision -
Decision Reference DRN-1769990
17 Jun 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1769990ComplaintMr W has complained that Bank of Scotland plc won’t refund transactions he says he didn’t make or otherwise authorise. What happenedIn January 2020, Mr W made a number of transactions to a gambling merchant and won £30,000. However, over the following 11 days this was s... (3 pages)View decision -
Decision Reference DRN-3502322
13 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3502322 The complaint Mr H complains that Progressive Money Limited (PML) lent him money on a high cost loan which he was unable to afford to repay. What happened PML provided Mr H with a loan on 22 May 2018 for £10,000, repayable over 48 months at the rate of £410 a month. Mr H compla... (4 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-5906857
27 Oct 2025 MBNA Limited UpheldBanking and PaymentsDRN-5906857 The complaint Mr F complains that MBNA Limited lent irresponsibly when it increased the limit on his credit card. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F originally opened a credit card ... (4 pages)View decision -
Decision Reference DRN6988818
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, lent to him irresponsibly.backgroundIn autumn 2016, Mr M complained to Halifax that it had let his overdraft facility increase to £5,000. Mr M said that in February 2014 he’d been to a branch, told an a... (2 pages)View decision -
Decision Reference DRN-4346226
2 Oct 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4346226 The complaint Ms D complained because Bank of Scotland plc, trading as Halifax, refused to refund her for gambling transactions which she said she didn’t authorise. What happened In July 2023, Ms D contacted Halifax. She said that she hadn’t authorised any of the many gambling ... (3 pages)View decision