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
-
Decision Reference DRN5472431
26 Aug 2015 Bank of Scotland Plc Not upheldBanking and creditMs T complains Bank of Scotland plc (trading as Halifax) won’t refund spending on her account. She says she didn’t make the payments – or allow anybody else to make them with her agreement.backgroundMs T had accounts with Halifax and two other banks. Between Decem... (3 pages)View decision -
Decision Reference DRN9909921
1 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMr P’s unhappy as he thinks National Westminster Bank Plc (“NatWest”) acted irresponsibly. He says it allowed him to continue to withdraw money from his account when he’d been told a re-payment plan was in place.backgroundIn 2011 Mr P entered in to a re-payment plan w... (3 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-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 DRN-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision -
Decision Reference DRN5358259
31 Mar 2014 Tesco Personal Finance PLC Not upheldBanking and creditMr C complains that he has been charged interest by Tesco Personal Finance PLC (trading as Tesco Bank) for two credit card transactions.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. She found that the bank acted in line with the ... (2 pages)View decision -
Decision Reference DRN-4408316
3 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4408316 The complaint Mr K complains Monzo Bank Ltd irresponsibly lent him money on a loan, overdraft and a credit card account when he was gambling heavily. What happened In May 2022 Mr K applied for: A loan for £2,300 to be repaid over 12 months – applied for on 8 May 2022 A £2,000... (3 pages)View decision -
Decision Reference DRN-2811901
9 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2811901 The complaint Mr B complains that Capital One (Europe) plc increased his credit limit without conducting proper checks. He’s explained that this was irresponsible as it was clear the credit card was being used for his gambling addiction. What happened Mr B took out a credit car... (3 pages)View decision
