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 4717 results
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Decision Reference DRN-5047135
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5047135 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) didn’t offer him support when he was using his bank account to make gambling transactions in 2020. He said he was using the account differently and Barclays should’ve noticed this and stepped in to prevent fur... (2 pages)View decision -
Decision Reference DRN-3227260
25 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3227260 The complaint Mr M complains that Santander UK Plc (“Santander”) unfairly declined to make a chargeback following a dispute. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M gambled using an online casino I’ll refer t... (2 pages)View decision -
Decision Reference DRN-1555961
3 Dec 2020 Marq Millions Limited Not upheldBanking and PaymentsDRN-1555961 The complaint Mr S has complained that Marq Millions Limited, trading as Arro Money (“Arro”), shouldn’t have unblocked his bank account, after it blocked it because of his spending on gambling websites. Mr S is represented in this complaint by his father. What happened Mr S set... (4 pages)View decision -
Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-4818078
9 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4818078 The complaint Mr M has complained about the way TSB Bank plc handled some transactions which he says he didn’t make or otherwise authorise. What happened During the early hours of a particular day, around £1,400 was spent on online gambling from Mr M’s TSB account, using his... (3 pages)View decision -
Decision Reference DRN-3140612
11 Feb 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3140612 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) won’t refund him for transactions to gambling companies he says he didn’t make or agree to. What happened Mr A holds a current account with Halifax. In July 2020 he paid a large sum in to this account f... (3 pages)View decision -
Decision Reference DRN-4121517
11 May 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4121517 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) lent to him irresponsibly. What happened Mr G had a current account with HSBC. He had an overdraft limit of £5,000. On 28 October 2017, he applied for a loan of £25,000, payable over 98 months – for home improvements. Th... (4 pages)View decision -
Decision Reference DRN-4993377
4 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4993377 The complaint Mr M has complained Nationwide Building Society won’t refund disputed gambling transactions between April and May 2024. What happened Mr M holds both current and savings accounts with Nationwide. In May he complained to Nationwide that there were numerous gambl... (3 pages)View decision -
Decision Reference DRN-3553725
9 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3553725 The complaint Ms P complains that Lloyds Bank PLC have declined to refund money she said she lost on scam gambling websites. What happened The background to this complaint is well known to both parties, so I won’t go into every detail of what happened here. But in summary, in M... (4 pages)View decision -
Decision Reference DRN0203991
13 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr T complains that it was irresponsible for National Westminster Bank Plc (“NatWest”) to have approved an overdraft for £8,000. He also complains that it won’t block gambling transactions on his account. backgroundMr T opened an account with NatWest in April 2018. In ... (4 pages)View decision
