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 4703 results
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Decision Reference DRN-1955210
28 Jul 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1955210The complaintMr M complains that Barclays Bank UK PLC, trading as Barclaycard won't refund a series of credit card payments made from his account to an online gambling firm. He says he neither made nor authorised those payments. What happenedThe detailed background to this ... (3 pages)View decision -
Decision Reference DRN-5039141
21 Oct 2024 Modulr FS Limited Not upheldBanking and PaymentsDRN-5039141 The complaint Mr G has complained that Modulr FS Limited (trading as “Plutus”) unfairly refused to raise a chargeback when he made two payments and didn’t receive the service he’d paid for. What happened The background of this complaint is already known to both parties, so ... (3 pages)View decision -
Decision Reference DRN-2782083
10 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2782083 The complaint Mr M complains that Barclays Bank UK PLC paid money from his late father’s estate into his account which allowed him to gamble with it. What happened Mr M says his father passed away and the money from his father’s Barclays account was paid into his account he hel... (2 pages)View decision -
Decision Reference DRN1721665
11 Oct 2016 Instant Cash Loans Limited UpheldBanking and creditMr H complains that Instant Cash Loans Limited, trading as The Money Shop, lent him money he couldn’t afford to repay when it knew he’d had a gambling problem in the past. His father brings the complaint on his behalf.backgroundMr H had a loan from The Money Shop se... (2 pages)View decision -
Decision Reference DRN-3444931
10 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3444931 The complaint Mr B is unhappy that Barclays Bank UK PLC hasn’t refunded debit card transactions he says he didn’t make or otherwise authorise. What happened Mr B disputes gambling transactions paid from his account from 6 June 2019 until 23 July 2020, all with the same gambling... (3 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (3 pages)View decision -
Decision Reference DRN-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 pages)View decision -
Decision Reference DRN-4313125
25 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4313125 The complaint Mr A complains that Revolut Ltd didn’t apply an account block to prevent gambling transactions. What happened Mr A says he told Revolut to block any potential payments he made to a business I will call “M” on 29 March 2023. He says he made Revolut aware of his gam... (3 pages)View decision -
Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision -
Decision Reference DRN3184239
6 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Barclays to refund the money.backgroundMr H says he contacted Barclays because of some transactions on his account that he didn’t ... (3 pages)View decision
