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 DRN3324389
9 Nov 2018 Lloyds Bank PLC Not upheldBanking and creditMr P is unhappy that Lloyds Bank PLC prevented him putting money into his online gambling account. Mr P believes that because of this he lost out on a winning bet. backgroundI issued my provisional decision, which forms part of, and is attached to, this decision on t... (4 pages)View decision -
Decision Reference DRN-4732927
6 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4732927 The complaint Mr K is complaining that Bank of Scotland plc won’t refund payments he says he made as part of a scam. He’s also unhappy with how Bank of Scotland plc dealt with things after he reported the disputed payments. What happened Mr K holds a current account with Ban... (3 pages)View decision -
Decision Reference DRN-5818865
16 Dec 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5818865 The complaint Mr E complains that HSBC UK Bank Plc didn’t do enough to prevent gambling-related harm, and that it lent to him irresponsibly. What happened In December 2019, Mr E applied for a loan with HSBC. His application was approved, and the funds were drawn down; Mr E ... (4 pages)View decision -
Decision Reference DRN-5052635
7 Nov 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5052635 The complaint X complains that Marks & Spencer Financial Services Plc (M&S) irresponsibly provided her with a credit card and limit increase and failed to support her as a vulnerable customer. What happened M&S provided X with a credit card for £1,500 in November 20... (5 pages)View decision -
Decision Reference DRN-5921733
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5921733 The complaint Mr H complains that Santander UK Plc allowed him to make gambling transactions in excess of £26,000 despite being aware of his gambling addiction. What happened In June 2025, Mr H used an online casino to gamble more than £26,000. Mr H complained to Santander b... (2 pages)View decision -
Decision Reference DRN-2940202
25 Nov 2021 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-2940202 The complaint Mr S complains about The Royal Bank of Scotland Plc (RBS) and their decision to provide him with three loans between March 2019 and January 2020. What happened Mr S held a current account and savings account with RBS. In March 2019, RBS approved Mr S’ loan applica... (5 pages)View decision -
Decision Reference DRN0780667
31 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr S has complained Bank of Scotland plc, trading as Halifax, won’t refund him for over 550 transactions he didn’t make.backgroundMr S made four complaints in 2019 about transactions on his Halifax account which he says he didn’t make. All of these transactions were gambling transactions a... (3 pages)View decision -
Decision Reference DRN-4707429
9 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4707429 The complaint Mr B has complained that National Westminster Bank Plc (NatWest) won’t refund transactions he says he didn’t make or otherwise authorise. What happened Between April and August 2023, Mr B’s NatWest account was occasionally used for gambling payments, made across t... (4 pages)View decision -
Decision Reference DRN4637478
6 Mar 2020 Oakbrook Finance Limited Not upheldBanking and creditComplaintMr L says Oakbrook Finance Limited, trading as Likely Loans, shouldn’t have lent him money in 2018.BackgroundIn October 2018, Mr L borrowed £3,600 from Likely Loans. He would repay this amount, with interest, over 36 months at a monthly cost of £190.16. The total amount repayable ... (4 pages)View decision -
Decision Reference DRN8114235
6 Dec 2018 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC was irresponsible in approving multiple applications to increase his overdraft when it shouldn’t have done so. Mr C is represented by his mother in bringing this complaint. But for clarity – I’ll refer to all submissions as being... (3 pages)View decision