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 4598 results
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Decision Reference DRN-4395907
11 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4395907 The complaint Mr S has complained that Lloyds Bank PLC acted irresponsibly when it allowed him to open a bank account with it and use it to gamble in a compulsive and problematic way. Background Mr S opened a personal current account with Lloyds in September 2022. Sadly, Mr S e... (4 pages)View decision -
Decision Reference DRN-3928470
6 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3928470 The complaint Mr K complains PayrNet Limited, trading as “Pockit”, blocked and later closed his account. He also complains Pockit hasn’t returned the funds it was holding. To keep things simple, I’ll refer mainly to “Pockit” in my decision. What happened In late April 2021, fol... (4 pages)View decision -
Decision Reference DRN5465526
6 Feb 2014 Nationwide Building Society UpheldBanking and creditMrs K complains that Nationwide Building Society has held her liable for payments that were made from her account to an online gambling company. Mrs K says she did not give permission for her card details to be used to make the transactions.backgroundNationwide had sought to recover the ... (2 pages)View decision -
Decision Reference DRN-3309699
11 Mar 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3309699 The complaint Mr P complains that Starling Bank Limited failed to raise a chargeback or refund transactions from an internationally based gambling merchant. What happened Mr P made several transactions through a foreign based merchant who offered online gambling services I’ll r... (2 pages)View decision -
Decision Reference DRN-5330399
4 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5330399 The complaint Miss S says NatWest failed to offer her support when she was spending compulsively and experiencing financial harm. Background Miss S has a compulsive spending problem which resulted in her gambling in an excessive and harmful way. She says that this impacted ... (5 pages)View decision -
Decision Reference DRN-3867052
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3867052 The complaint Mr D complains Lloyds Bank PLC increased his credit card limit even though he had a gambling problem. What happened Mr D held a credit card with Lloyds, which had a £6,750 credit limit. The limit was increased to £7,750 in November 2015, then to £8,250 in August 2... (3 pages)View decision -
Decision Reference DRN-3545940
10 Jan 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3545940 The complaint and what happened Mr A is unhappy Revolut Ltd refuses to refund six payments he thought he was making to a gambling platform. The circumstances that led to this complaint are well-known to both parties, so I won’t repeat them in detail. I’ll recap the key points, ... (3 pages)View decision -
Decision Reference DRN9041248
17 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss S complains that Barclays Bank UK plc won’t refund a large number of payments made to online gambling businesses. She says she neither made them herself not authorised anyone else to make them. backgroundMiss S is disputing around 400 payments made to three gambling businesses betw... (2 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-3600825
29 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3600825 The complaint Miss R complained that TSB Bank plc (“TSB”) acted irresponsibly by providing her with an overdraft facility and increasing her overdraft limit. She is also unhappy TSB failed to cancel her debit card and send her a cash card as a replacement. She says this led to ... (3 pages)View decision
