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 5520 results
-
Decision Reference DRN-3930374
23 Feb 2024 CMC Spreadbet Plc Not upheldInvestmentsDRN-3930374 The complaint Mr T complains that CMC Spreadbet Plc ignored warnings he had a gambling addiction while incentivising him to continue betting. He says that among other things it also allowed him to fund his betting with credit, manipulated markets and provided different pricing ... (4 pages)View decision -
Decision Reference DRN-5757119
29 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757119 The complaint Miss N complains that The Royal Bank of Scotland Plc (“RBS”) mishandled her request that it recover money she had paid to an online gambling site. What happened Between September 2024 and January 2025 Miss N made a large number of payments to an online gambling... (3 pages)View decision -
Decision Reference DRN9417354
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise from February to May 2018.Mr H has another complaint with this service relating to other disputed transactions, beginning in August and October 2017. I’ll issue a sepa... (4 pages)View decision -
Decision Reference DRN-2274716
3 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2274716 The complaint Mrs C complains that NewDay Ltd trading as Aqua (‘NewDay’) acted irresponsibly when they provided her a credit card in February 2017. Mrs C also complains that NewDay didn’t consider her gambling addiction when offering her the card. What happened Mrs C applied fo... (3 pages)View decision -
Decision Reference DRN-5728909
2 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5728909 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax irresponsibly lent to her. What happened Mrs C was approved for a Halifax credit card in March 2022, with a £1,500 credit limit. The credit limit was increased to £3,000 in March 2023. Mrs C says that... (4 pages)View decision -
Decision Reference DRN1613101
13 Feb 2020 Barclays Bank UK PLC UpheldBanking and creditMr C has complained Barclays Bank UK PLC refuse to refund him for two sets of disputed transactions from his account in 2016. The first set are for cash withdrawals at casino booths and the second set are online gambling transactions.background During a trip to the US in 2016, Mr C realise... (5 pages)View decision -
Decision Reference DRN-5067922
9 Oct 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5067922 The complaint Mr W says Sainsbury's Bank Plc irresponsibly lent to him What happened Mr W took out a loan for £5,000 in May 2023. It was repayable in 46 monthly payments of £134.43. He says the loan was used to fund his gambling addiction, he did not have the mental cap... (3 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-2858528
6 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-2858528 The complaint Mr G complains that Loans 2 Go Limited lent to him irresponsibly. What happened In May 2020, Mr G approached Loans 2 Go and applied for and was given a loan of £1,000. It had an Annual Percentage Rate (APR) of 1,013.2% and was to be repaid in 18 monthly instalment... (4 pages)View decision -
Decision Reference DRN5298117
17 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr Q is unhappy with Bank of Scotland plc’s decision to hold him responsible for transactions on his current account which he says he didn’t make or authorise.backgroundMr Q contacted Bank of Scotland at the end of July 2017 after he was unable to withdraw money from a cash machine due to ... (4 pages)View decision