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
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Decision Reference DRN-4719103
28 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4719103 The complaint Miss W complains Revolut Ltd (“Revolut”) refused to refund her for transactions on her account she says she didn’t authorise. She is also unhappy Revolut closed her account. What happened Miss W disputes several transactions from her account from 16 June 2023 to 1... (2 pages)View decision -
Decision Reference DRN-3346802
18 May 2022 Advantage Finance Ltd Not upheldConsumer CreditDRN-3346802 The complaint Mr C complains that Advantage Finance Ltd irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In November 2016, Mr C acquired a used car financed by a hire purchase agreement from Advantage Finance. Mr C made a £100 advan... (2 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-5393657
15 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5393657 The complaint Mr M complains that TSB Bank plc (TSB) failed to apply gambling blocks to his account, and did not acknowledge and respond to his associated complaints. As a result, Mr M lost money and his mental health was affected. Mr M is represented by a third party but fo... (2 pages)View decision -
Decision Reference DRN-3079968
18 Oct 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3079968 Complaint Mr W has complained about an overdraft National Westminster Bank Plc (“NatWest”) provided to him. He says the overdraft shouldn’t have been provided because it was obvious he had a gambling problem. Background Mr W also has a complaint about a loan NatWest provided to... (2 pages)View decision -
Decision Reference DRN-4270554
8 Sep 2023 Step One Finance Limited UpheldMortgagesDRN-4270554 The complaint Mrs C complains that Step One Finance Limited irresponsibly lent her a second charge mortgage (secured loan). She says that Step One didn’t carry out proper checks and didn’t identify that she was spending compulsively on gambling which would have impacted her abi... (8 pages)View decision -
Decision Reference DRN-4954555
8 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4954555 The complaint Mr T is complaining about Clydesdale Bank Plc trading as Virgin Money because he says it lent irresponsibly when providing him with a credit card. He says it knew he had issues with gambling and shouldn’t have agreed to lend him more money. What happened On 25 ... (5 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 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