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 DRN7258666
1 Aug 2016 Santander UK Plc Not upheldBanking and creditMrs D complains that Santander UK Plc will not refund some disputed transactions.backgroundIn May 2015, 16 transactions totalling just over £1400 were made on Mrs D credit card. These were all made in the space of less than 24 hours and all to one gambling website.... (2 pages)View decision -
Decision Reference DRN9665915
12 Nov 2015 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc will not credit his account with the value of transactions which he says he should not be responsible for.backgroundThe transactions that Mr S is concerned about were made by his former partner and to online gambling companies. I... (3 pages)View decision -
Decision Reference DRN6144580
30 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank PLC trading as Barclaycard (“Barclaycard”) was irresponsible in allowing him to exceed his credit limit.background Mr B had drunk alcohol and had taken prescription medication when he used his credit card on an online gambling website one evening. The ... (2 pages)View decision -
Decision Reference DRN9673231
28 Sep 2016 PDL Finance Limited UpheldBanking and creditMr H complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him unaffordable loans. He wants a refund of all the interest he has paid.backgroundIn my provisional decision I set out why I intended to uphold Mr H’s complaint. Mr H agreed with my p... (2 pages)View decision -
Decision Reference DRN-1933089
16 Sep 2020 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-1933089The complaintMr B complains Monzo Bank Limited has closed his account unfairly.What happenedMr B opened a current account with Monzo in January 2019. He’d had a number of accounts with other businesses, and a poor credit file as well as a CIFAS marker against his name. The accou... (2 pages)View decision -
Decision Reference DRN-2909498
15 Sep 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-2909498 The complaint Mr K complains Barclays Bank UK Plc pressurised him into taking out a credit card when he had a gambling addiction. What happened In 2015, Mr M says he went into a Barclays branch to open an account and at the same time, he took out a credit card, with a credit li... (2 pages)View decision -
Decision Reference DRN-3727850
17 Oct 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3727850 The complaint Mr W complains that Starling Bank Limited won’t refund disputed payments made from his current account. What happened On 13 March 2021 a payment for £140 was made from Mr W’s current account to an online gambling company, he says he did not authorise this payment.... (2 pages)View decision -
Decision Reference DRN-3166255
29 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3166255 The complaint Mr K complains that Barclays Bank UK PLC (Barclays) didn’t reduce his overdraft limit. What happened Mr K had an overdraft limit of £2,000 with Barclays. In June 2021, he asked for it to be reduced to £500. Barclays wrote to him in June 2021 and August 2021 to say... (2 pages)View decision -
Decision Reference DRN-3310715
15 Mar 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3310715 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) has treated him unfairly in relation to a loan. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr L took out a loan online with Lloyds in December 2019. The lo... (2 pages)View decision -
Decision Reference DRN-5645659
27 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5645659 The complaint Mr Q has complained Metro Bank PLC won’t refund him for gambling transactions he didn’t authorise. What happened Mr Q had held an account with Metro Bank since November 2023. Mr Q has told us that he has mental health issues. He raised numerous fraud disputes c... (2 pages)View decision