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-2811901
9 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2811901 The complaint Mr B complains that Capital One (Europe) plc increased his credit limit without conducting proper checks. He’s explained that this was irresponsible as it was clear the credit card was being used for his gambling addiction. What happened Mr B took out a credit car... (3 pages)View decision -
Decision Reference DRN-2775240
23 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2775240 The complaint Mr S complains about NewDay Ltd (“NewDay”) for credit limit increases which were offered to him on his Aqua and Marbles cards. He believes that these increases were irresponsible as he had substantial other debt and he had high spending on gambling on his cards. H... (4 pages)View decision -
Decision Reference DRN-3625338
23 Feb 2023 Spreadex Limited Not upheldInvestmentsDRN-3625338 The complaint Mr B complains to Spreadex Limited that he shouldn’t have been allowed to continue trading in his spread betting account as he was vulnerable, and this led to the losses he incurred. What happened Mr B opened a spread betting account with Spreadex Limited and was ... (3 pages)View decision -
Decision Reference DRN8563666
5 Dec 2014 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank PLC will not refund payments that he made to gambling sites while affected by a compulsive disorder.background Mr C was prescribed medication which is known to have the potential to cause compulsive disorders. He says that (under the effect of the ... (3 pages)View decision -
Decision Reference DRN-3506353
30 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3506353 The complaint Mr P’s complaint is about Barclays Bank UK PLC (trading as Barclaycard) not refunding payments he made on an online casino website. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail... (3 pages)View decision -
Decision Reference DRN-4972299
2 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4972299 Complaint Mr P complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he shouldn’t have been lent to. ... (4 pages)View decision -
Decision Reference DRN-5050355
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5050355 The complaint Mr C says Santander UK PLC (“Santander”) 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 be repeating these in detail here. Mr C says over 14... (3 pages)View decision -
Decision Reference DRN-2204830
16 Nov 2020 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2204830 The complaint Mr D complains that Capital One (Europe) plc, trading as Capital One, shouldn’t have approved his credit card application because of his poor credit history and his gambling addiction. What happened Mr D applied for a credit card with Capital One, and in May 2017 ... (3 pages)View decision -
Decision Reference DRN-5778018
26 Nov 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5778018 The complaint Miss K says Salad Finance Limited, trading as Salad Money, irresponsibly lent to her. What happened Miss K took out a £1,000 loan over 18 months from Salad Money on 19 January 2024. The monthly repayments were £85.11 and the total repayable was £1,527.11. Miss ... (2 pages)View decision -
Decision Reference DRN-5664688
11 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5664688 The complaint Mr A complains that IG Index Limited (“IG”) failed to identify he was a problem gambler. He says if it had done so and intervened as he thinks it should, he would have suffered substantially lower losses on his trading account. He also says his experience with ... (12 pages)View decision