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 DRN-5699829
3 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5699829 The complaint Miss W complains that Starling Bank Limited failed to pursue a chargeback. What happened In March 2025 Miss W made a number of deposits to an online gambling company based overseas. The payments made from her Starling account totalled £1,798.63. Miss W had a bl... (3 pages)View decision -
Decision Reference DRN0588586
1 Oct 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK plc irresponsibly allowed him to increase his overdraft limit when it should have been clear it was unaffordable.backgroundMr R says he was given a £4,000 overdraft by Santander in 2017 that was both irresponsible and unaffordable. He says he used the overd... (2 pages)View decision -
Decision Reference DRN-4837811
24 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4837811 The complaint Ms S complains that TSB Bank plc failed to carry out her instructions to block payments to gambling operators causing her to lose a great deal of money. What happened Ms S said she suffered a nervous breakdown in 2020 which resulted in a gambling addiction. She sa... (4 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-5707162
20 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5707162 The complaint Mr M complains that Lloyds Bank PLC failed to stop gambling transactions from his account and that it then did not seek to reclaim them from the merchants involved. What happened Between September and December 2024 Mr M made a number of payments from his Lloyds... (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 DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision -
Decision Reference DRN5321227
13 Nov 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss G complains that Barclays Bank UK Plc (trading as Barclaycard) charged excessive interest and charges to her account in relation to gambling transactions. She says Barclaycard hasn’t acted fairly and should’ve identified from her spending that she had a problem. backgroundMiss G has a... (3 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 -
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
