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 5333 results
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Decision Reference DRN-2940210
13 Feb 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2940210 The complaint Ms T complains that Lloyds Bank Plc (“Lloyds”) acted irresponsibly when they provided her with a debit card which enabled her to use it to carry out online gambling transactions. What happened Ms T says that around six years ago her sister contacted Lloyds on her ... (4 pages)View decision -
Decision Reference DRN-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision -
Decision Reference DRN3289695
5 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster Bank Plc (NatWest) irresponsibly gave him a loan of £5,000 when it knew he had a gambling addiction.backgroundMr T says NatWest persuaded him into taking out a loan in May 2017. He says he told NatWest’s advisor he was a gambl... (2 pages)View decision -
Decision Reference DRN8650749
18 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr R, who has a representative, complains that Barclays Bank UK Plc (Barclays) acted irresponsibly by increasing his credit card limit, and allowing him to use this for gambling.backgroundMr R has a Barclaycard credit card, which he got in 2011, with a credit limit of £2,000. This limit in... (3 pages)View decision -
Decision Reference DRN-5698000
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5698000 The complaint Mr F complains that Revolut Ltd (“Revolut”) didn’t raise chargebacks for gambling transactions made to overseas casinos. Mr F says the casinos weren’t licenced in the UK and essentially operated a scam. What happened Mr F has a bank account with Revolut. He co... (3 pages)View decision -
Decision Reference DRN-6006670
12 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-6006670 The complaint Mr S complained that Revolut Ltd refused to refund gambling transactions debited from his account during the week after he was told his account was blocked for 7 days. What happened Mr S held a current account with Revolut. In June 2025, Revolut proactively ap... (6 pages)View decision -
Decision Reference DRN7410896
29 Jan 2019 Indigo Michael Limited Not upheldBanking and creditMr N complains that Indigo Michael Limited (trading as SafetyNet Credit) lent him money irresponsibly because they failed to conduct a proper affordability check before extending credit.backgroundIn March 2016 Mr N opened an account with SNC with a credit limit of £350... (2 pages)View decision -
Decision Reference DRN-5748320
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748320 The complaint Mr G complains Lloyds Bank PLC didn’t support him when he told it he had a problem spending compulsively and then didn’t chargeback payments he asked it to. What happened Mr G complained to Lloyds on 2 March 2025, telling it he had a problem with gambling and... (3 pages)View decision -
Decision Reference DRN-4752697
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4752697 The complaint X complains that due to not being able to access their account with National Westminster Bank Plc online, they were unable to set up Apple Pay on their mobile phone and as a result gambled excessively. What happened X tells us that they had a problem with gambl... (3 pages)View decision -
Decision Reference DRN-4765443
26 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4765443 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it provided him with a £8,000 loan in March 2023. Background Mr L is a compulsive gambler. In March 2023 he successfully applied for a £8,000 loan with NatWest online. He h... (3 pages)View decision