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 5478 results
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Decision Reference DRN-2655178
13 Apr 2021 Logbook Money Limited UpheldConsumer CreditDRN-2655178 The complaint Mr B complains about a ‘log book’ loan provided to him by Logbook Money Limited, (“Logbook Money”) which he says was unaffordable. What happened Logbook Money provided Mr B with a ‘log book’ loan in July 2019. This loan was for £1200 and was to be repaid over 78 w... (5 pages)View decision -
Decision Reference DRN-3699565
15 Sep 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3699565 The complaint Mr B complains that TSB Bank Plc has declined to refund transactions he says he didn’t make or allow anyone else to make. What happened In April 2021 Mr B reported several gambling transactions that took place on his account as fraudulent - these were online card ... (2 pages)View decision -
Decision Reference DRN2578702
25 Oct 2017 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited trading as 118118money.Com (“118118money.Com”) lent him money irresponsibly.backgroundIn March 2016 Mr M took a loan with 118118money.Com over a period of 24 months. On 6 July 2017 he complained to them about irresponsible len... (2 pages)View decision -
Decision Reference DRN-5415850
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415850 The complaint Miss F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has unfairly held her liable for, and hasn’t refunded to her, transactions made on her NatWest account between March and June 2024. What happened The background to this complain... (2 pages)View decision -
Decision Reference DRN-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision -
Decision Reference DRN-2189218
20 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2189218 The complaint Mr S has complained that Metro Bank PLC won’t refund him for disputed transactions he didn’t make or authorise. What happened Mr S has a current account with Metro and several online gambling accounts . Between 29 August 2019 and 2 September 2019 Mr S’s debit card... (4 pages)View decision -
Decision Reference DRN0219208
9 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMrs C complains that Bank of Scotland plc (“Halifax”) did not treat her fairly in that it allowed her to borrow £5,000 despite knowing she had a gambling problem. She also complains the bank will not allow her to withdraw money credited to her account on behalf of ... (2 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 DRN5909013
30 Nov 2017 The Royal Bank of Scotland Plc UpheldBanking and creditMr S complains that The Royal Bank of Scotland Plc acted irresponsibly when it gave him a loan in March 2013.backgroundMr S told us that he is a gambler. He no longer gambles, but he was gambling in early 2013, when he applied to RBS for a loan for £18,000. He also ... (4 pages)View decision -
Decision Reference DRN2036784
25 Apr 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMr W complains that Bank of Ireland (UK) Plc won’t refund money he says was taken out of his account. He says he didn’t withdraw or spend the money or ask anybody else to do so for him.The BoI account is branded as one from the Post Office.backgroundThe details ... (2 pages)View decision