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
-
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-5243132
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243132 The complaint Mr R complains that Barclays Bank UK PLC failed to alert him to the fact that he was spending a large amount of money on gambling following his receiving inheritance monies. What happened In December 2019 and again in November 2020, Mr R received a large capit... (3 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-4378712
22 Nov 2023 Santander UK Plc Not upheldConsumer CreditDRN-4378712 Complaint Mr S has complained about a personal loan Santander UK Plc (“Santander”) provided to him. He says that Santander lent to him even though it ought to have been apparent he would use the funds for gambling. Background Mr S has also separately complained about the adequa... (4 pages)View decision -
Decision Reference DRN-5703744
25 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5703744 The complaint Mr T is unhappy with Wise Payments Limited trading as Wise. Mr T didn’t want to have an account any longer with Wise as he was using it to gamble. So, he asked Wise to close his account and stop him opening new ones. Mr T said after this he was still able to o... (4 pages)View decision -
Decision Reference DRN-4463012
15 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4463012 The complaint Mr S complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of t... (3 pages)View decision -
Decision Reference DRN-5559406
16 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5559406 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. Mr B also complains that Virgin Money unfairly allowed him to use his credit card for gambling purposes and failed to provide a reas... (4 pages)View decision -
Decision Reference DRN4116697
2 Oct 2013 Barclays Bank Plc UpheldBanking and creditMr R reported to Barclays Bank Plc a payment to a gambling website that he says he did not authorise. Mr R complains that Barclays has held him liable for it.backgroundThe circumstances leading to this complaint were set out in my provisional decision of August 2013, a copy of which is... (5 pages)View decision -
Decision Reference DRN-4162477
23 Jun 2023 Skrill Limited Not upheldBanking and PaymentsDRN-4162477 The complaint Mr O has complained that Skrill Limited allowed him to make multiple gambling transactions and that it failed to identify him as a vulnerable person with a gambling addiction. What happened Mr O opened his Skrill account in March 2011 and began making regular paym... (3 pages)View decision
