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 5830 results
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Decision Reference DRN-6000234
31 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6000234 The complaint Mr W argues that Lloyds Bank PLC treated him unfairly when he tried to recover the funds paid on overseas gambling transactions. The payments were made using his Lloyds Bank PLC credit card. What happened In late November 2024 and early January 2025 Mr W made a... (5 pages)View decision -
Decision Reference DRN-5798802
30 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5798802 The complaint Mr B complains that Santander UK Plc allowed him to use his account for gambling despite him having applied gambling blocks. What happened Mr B has a current account with Santander. Mr B says that Santander allowed him to gamble £30,000 in two weeks, when he o... (3 pages)View decision -
Decision Reference DRN-3806792
13 Dec 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3806792 The complaint Mrs S complains Tesco Personal Finance PLC, trading as Tesco Bank lent to her irresponsibly. What happened Mrs S applied for a Tesco Bank credit card online in September 2017. Tesco Bank approved Mrs S’ application with a £3,200 credit limit. Mrs S transferred a £... (2 pages)View decision -
Decision Reference DRN-5243132
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243132 The complaint Mr R complains that Barclays Bank UK PLC failed to alert him to the fact that he was spending a large amount of money on gambling following his receiving inheritance monies. What happened In December 2019 and again in November 2020, Mr R received a large capit... (3 pages)View decision -
Decision Reference DRN-5652073
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652073 The complaint Mr O complains Revolut allowed him to make several transactions to a named gambling company on 2 January 2025, despite Revolut being aware of his compulsive gambling and having a gambling block in place. What happened Mr O explained he sadly suffers with compul... (3 pages)View decision -
Decision Reference DRN-5703744
25 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5703744 The complaint Mr T is unhappy with Wise Payments Limited trading as Wise. Mr T didn’t want to have an account any longer with Wise as he was using it to gamble. So, he asked Wise to close his account and stop him opening new ones. Mr T said after this he was still able to o... (4 pages)View decision -
Decision Reference DRN-5655499
31 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655499 The complaint Mr K complains that Starling Bank Limited (“Starling”) didn’t raise chargebacks for him for transactions that took place on his account. What happened Mr K has said to us that he has a history of problem gambling. To protect himself from this, he placed a gambl... (2 pages)View decision -
Decision Reference DRN-6039974
3 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6039974 The complaint Mr B complains Barclays Bank UK PLC didn’t do enough to support him when he was gambling excessively. What happened Mr B experienced a mental health crisis and began to gamble compulsively. Mr B spoke to Barclays, and it added a gambling block to his card, on... (3 pages)View decision -
Decision Reference DRN-5559406
16 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5559406 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. Mr B also complains that Virgin Money unfairly allowed him to use his credit card for gambling purposes and failed to provide a reas... (4 pages)View decision -
Decision Reference DRN-6136647
23 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6136647 The complaint Mr P has complained that HSBC UK Bank PLC (“HSBC”) allowed gambling transactions to be made from his account, despite a gambling block being active on his account. What happened Due to a gambling problem, Mr P had arranged for a gambling block to be applied to ... (2 pages)View decision