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-5919123
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5919123 The complaint Ms G is complaining about transactions to a third party (G) which she believes were unauthorised. Ms G’s husband, Mr H, has also provided information throughout this complaint on her behalf – however for ease throughout this decision I will be referring to Ms G... (4 pages)View decision -
Decision Reference DRN5924217
12 Oct 2015 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank plc has refused to refund several online transactions which he says he did not make. backgroundMr A’s HSBC debit card was used to make a number of online gambling transactions, totalling over £37,500. He says he did not make these ... (2 pages)View decision -
Decision Reference DRN-2782083
10 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2782083 The complaint Mr M complains that Barclays Bank UK PLC paid money from his late father’s estate into his account which allowed him to gamble with it. What happened Mr M says his father passed away and the money from his father’s Barclays account was paid into his account he hel... (2 pages)View decision -
Decision Reference DRN-3284985
2 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284985 The complaint Mr P complained about a loan Everyday Lending Limited trading as Everyday Loans provided to him. He said the lender didn’t check properly that the loan was affordable and given the evidence it saw that he was gambling, Everyday Loans should’ve realised his vulnera... (4 pages)View decision -
Decision Reference DRN-3308618
11 Feb 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3308618 The complaint Mr W complains about Tesco Personal Finance PLC and their decision to issue him with replacement credit cards despite him asking for a block to be placed on the accounts to prevent him using their limits to fund his gambling addiction. What happened Mr W held cred... (3 pages)View decision -
Decision Reference DRN5765873
5 Feb 2021 Bank of Scotland Plc Not upheldBanking and creditMs A has complained Bank of Scotland plc, trading as Halifax, won’t refund a transaction she didn’t authorise. background In 2014 and 2015 Ms A received a couple of lump sum payments into her Halifax account. At least one of these – in December 2014 – was a pension credit. Ms A had been su... (3 pages)View decision -
Decision Reference DRN5266037
12 Nov 2019 Nationwide Building Society Not upheldBanking and creditComplaintMiss P complains Nationwide Building Society failed to refund her a series of transactions she didn’t agree to. She says the transactions were made by people she’d trusted who were using her mobile phone to play games. She was unaware they were using her debit card to make payment... (4 pages)View decision -
Decision Reference DRN-5501648
7 Jul 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5501648 The complaint Mr D complains that Everyday Lending Limited lent to him without carrying out sufficient affordability checks on the additional £1,000 over and above the £5,000 he’d applied for. What happened Mr D took one loan and here is a brief table showing some details. A... (6 pages)View decision -
Decision Reference DRN-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision -
Decision Reference DRN-6002808
11 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6002808 The complaint NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) provided Miss B with an overdraft in September 2015, with a limit of £100. I understand there were no increases to this limit. Miss B complains that the overdraft was provided irresponsibly and that N... (3 pages)View decision