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 5297 results
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Decision Reference DRN0345640
31 Dec 2018 NewDay Ltd Not upheldBanking and creditMr T complained that NewDay Ltd, trading as Aquacard, shouldn’t have increased his credit limit. He said he was using it for gambling, and thinks Aquacard should have noticed and done something about it.Mr T wants Aquacard to refund all interest and late fees, and r... (4 pages)View decision -
Decision Reference DRN-4373435
28 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4373435 The complaint Mr C has complained that Lloyds Bank PLC didn’t do enough to safeguard him as a vulnerable consumer when he started gambling as a result of a mental breakdown. What happened On 7 November 2022 Mr C spent a total of £7,581 on numerous gambling transactions from his... (3 pages)View decision -
Decision Reference DRN-5589754
29 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589754 The complaint Mr P has complained that Starling Bank Limited refused to process a chargeback request for him for transactions that took place on his account. Background Mr P has told us he has a history of compulsive spending and problem gambling. In order to try to protect... (3 pages)View decision -
Decision Reference DRN-2873350
8 Apr 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-2873350 The complaint Mr S has complained that Everyday Lending Limited trading as “Everyday Loans” acted irresponsibly when it provided him with a loan in July 2019. Background Mr S borrowed £1,500 from Everyday Loans in July 2019. The loan was for 18 months and the monthly repayments... (2 pages)View decision -
Decision Reference DRN-3477434
20 May 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3477434 The complaint Mr B has complained that Sainsbury’s Bank Plc failed to properly monitor his credit card account or offer him support when he was gambling compulsively. He has asked that it refund all of the interest and charges that have been applied to his account. Background M... (4 pages)View decision -
Decision Reference DRN-3459695
19 May 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3459695 The complaint and background Mr S has complained that HSBC UK Bank Plc allowed his account to go overdrawn when he didn’t have an arranged overdraft. Mr S says he was suffering with a gambling addiction and that HSBC should never have allowed the transactions he made to go thro... (2 pages)View decision -
Decision Reference DRN-5739725
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5739725 The complaint Mr S complains Revolut Ltd failed to protect him from making payments to gambling operators. He says he suffered financially and mentally because of its processes and systems. What happened A summary of what happened is below. Mr S has an account with Revolut. ... (2 pages)View decision -
Decision Reference DRN-1987824
4 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-1987824 The complaint Mr R complained that Capital One (Europe) plc did not provide clear information about cash advance charges and interest. What happened Mr R has two credit card accounts with Capital One, opened in 2017 and 2019. Mr R complained to Capital One in September 2019 abo... (3 pages)View decision -
Decision Reference DRN-4546812
12 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546812 The complaint Mrs W complains that National Westminster Bank Plc (“NatWest”) refused to raise chargeback claims in respect of money held with two gambling merchants. She also complains that NatWest failed to offer her support as a vulnerable customer and sent her a letter about... (6 pages)View decision -
Decision Reference DRN4908948
2 Sep 2019 Starling Bank Limited Not upheldBanking and creditMr Q is unhappy with the service he’s received from Starling Bank Limited (Starling) after opening a bank account. He’s also unhappy the account wasn’t closed when he asked for it to be.backgroundMr Q opened an account with Starling. He says he was attracted by its advertised features of b... (2 pages)View decision
