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-3776602
17 Nov 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3776602 The complaint Mr J complains that Nationwide Building Society has held him responsible for disputed transactions and registered a fraud prevention marker against him. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat th... (4 pages)View decision -
Decision Reference DRN-3677669
15 Sep 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3677669 The complaint Miss J’s complained that Barclays Bank UK PLC acted irresponsibly when they lent to her and failed to take account of her gambling addiction. What happened Miss J first applied for a loan from Barclays in March 2012. She subsequently took further loans from them ... (2 pages)View decision -
Decision Reference DRN-4313125
25 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4313125 The complaint Mr A complains that Revolut Ltd didn’t apply an account block to prevent gambling transactions. What happened Mr A says he told Revolut to block any potential payments he made to a business I will call “M” on 29 March 2023. He says he made Revolut aware of his gam... (3 pages)View decision -
Decision Reference DRN-2836379
28 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2836379 The complaint Mr B complains that Barclays Bank UK Plc (Barclays) sent him a new credit card after he’d informed it about his gambling problems. What happened I’ve already issued a provisional decision on this case, setting out the background and what I was minded to conclude: ... (5 pages)View decision -
Decision Reference DRN-4491839
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4491839 The complaint Mr M says NewDay Ltd, trading as BIP, incorrectly allowed gambling-related transactions to be made on his credit card account. He says NewDay’s actions caused him avoidable financial loss. What happened In February 2023, Mr M told NewDay he had a gambling addictio... (2 pages)View decision -
Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN0809461
25 Oct 2017 TM Advances Limited Not upheldBanking and creditMr M complains that TM Advances Limited (“TM Advances”) gave him a loan which was unaffordable for him.backgroundIn March 2016 Mr M took a loan with TM Advances over a period of 60 months. On 4 July 2017 he complained to TM Advances as, he thought, he should never hav... (2 pages)View decision -
Decision Reference DRN-5665233
15 Jul 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5665233 The complaint Mr H is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2024, Mr H applied for a loan with CCB. They lent him £5,000 over a three- year ter... (3 pages)View decision -
Decision Reference DRN-5179983
10 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5179983 The complaint Mr K has complained that The Co-operative Bank Plc won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In March 2023, Mr K contacted The Co-op and ... (3 pages)View decision -
Decision Reference DRN-5743391
10 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5743391 The complaint Mr S complains J.P. Morgan Europe Limited, trading as Chase (“Chase”), refuse to refund or clawback a payment he made from his account because it relates to a gambling transaction. Mr S adds that the gambling company say he never made the payment of £1,200 whic... (2 pages)View decision