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 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 -
Decision Reference DRN-5343926
22 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5343926 The complaint Mr G says Bank of Scotland plc, trading as “Halifax”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, s... (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 DRN-3293516
14 Mar 2022 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3293516 The complaint Mr M complains about Tesco Personal Finance Plc trading as Tesco Bank’s decision to lend to him. What happened I set out the background to Mr M’s complaint in the provisional decision which I issued earlier this year. But, for ease of reading, I will set out what ... (6 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 DRN6291851
29 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMiss B complains that Barclays Bank Plc allowed 15 unusual looking payments to a gambling account, for a total value of £40,300, in February 2012. Miss B says the gambling account was not in her name and she did not make or authorise the payments.backgroundOur adjudic... (4 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-6129165
18 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6129165 The complaint Mr A has complained HSBC UK Bank plc won’t refund him for gambling transactions he didn’t authorise. What happened On 16 November Mr A contacted HSBC as he’d seen numerous gambling transactions debit his account that he’d not made. He said he’d been staying at ... (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