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 4944 results
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Decision Reference DRN5501173
1 Dec 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank PLC, trading as Barclaycard, won’t refund the interest and charges he has incurred for online deposits to a poker website made on his credit card.backgroundMr W says that he has made payments overtime for online poker but he didn’t... (2 pages)View decision -
Decision Reference DRN-5566027
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5566027 The complaint Mr P complains that Revolut Ltd permitted payments to gambling platforms despite the warning signs of his gambling addiction and its duty to help vulnerable customers. Mr P doesn’t feel he was adequately protected by Revolut from financial distress, and he wan... (4 pages)View decision -
Decision Reference DRN-5465854
17 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465854 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) failed in its duty of care towards him as a vulnerable customer when it failed to intervene when he was spending a significant amount on gambling sites. What happened Over the course of a single da... (3 pages)View decision -
Decision Reference DRN1338740
17 May 2016 Indigo Michael Limited UpheldBanking and creditMr M complains about loans he took out with Indigo Michael Limited T/as SafetyNetCredit. He believes he should never have been lent to as he couldn’t afford to repay the loans because of his existing commitments and gambling addiction. backgroundMr M borrowed £300 from S... (3 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN-5651975
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5651975 The complaint Mr W complains that Revolut Ltd (Revolut) failed to notice that he was transferring large sums of money out of his account for gambling. He thinks it should have done more to safeguard his money while he was suffering from mental illness. As a result, he lost t... (2 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 pages)View decision -
Decision Reference DRN-4071858
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4071858 The complaint Mr G complains Monzo Bank Ltd has refused to refund gambling transactions debited from his account while he had a gambling block turned on. What happened Mr G has a current account with Monzo, and in late June 2022 he turned on the gambling block for his account. ... (3 pages)View decision -
Decision Reference DRN7726800
6 Nov 2019 Starling Bank Limited Not upheldBanking and creditMr S complains that Starling Bank Limited debited his account with a series of online and card payments totalling approximately £20,000 which he says he didn’t make or otherwise authorise.backgroundMr S disputes making thirty-six payments between 16 October and 5 November 2018 which totall... (3 pages)View decision -
Decision Reference DRN-4630527
28 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4630527 The complaint Ms W has complained that Nationwide Building Society (“Nationwide”) irresponsibly granted an overdraft in May 2019 that she couldn’t afford to repay, despite it being aware that she had a gambling problem. What happened In May 2019, Ms W was granted an overdraft o... (3 pages)View decision
