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
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Decision Reference DRN5101611
17 Mar 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK plc won’t refund cash transaction fees on payments he made to gambling websites using his credit card. He’d like it to refund fees of more than £900.backgroundMr G has used his Santander credit card to make payments to online gambling com... (2 pages)View decision -
Decision Reference DRN-4508933
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4508933 The complaint Mr R complains through his representative (“IC”) that he was a vulnerable customer with a gambling addiction and Nationwide Building Society (“Nationwide”) did nothing to provide support or help prevent the gambling transactions from taking place on his account. W... (3 pages)View decision -
Decision Reference DRN-5066477
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5066477 The complaint Mr M complains that Santander UK Plc failed in its duty of care towards him to warn about his gambling activity over the period from July 2023 to January 2024. He says he spent excessive sums gambling and Santander did not warn him or offer any support to him. ... (4 pages)View decision -
Decision Reference DRN1458047
13 Sep 2013 Bank of Scotland Plc Not upheldBanking and creditMiss D complains that Bank of Scotland plc (trading as Halifax) has not refunded a number of transactions that she says she did not make or authorise.backgroundMiss D disputes four online payments made on her tablet computer to an account with a gambling website. Miss D says she went to... (2 pages)View decision -
Decision Reference DRN2625075
13 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMiss B complains that Lloyds TSB Bank Plc has not refunded a number of transactions that she says she did not make or authorise.backgroundMiss B disputes five online payments made on her tablet computer to an account with a gambling website. Miss B says she went to a party where she ... (2 pages)View decision -
Decision Reference DRN-2816977
1 Jul 2021 TSB Bank plc Not upheldConsumer CreditDRN-2816977 The complaint Mr and Mrs A complain that TSB Bank Plc declined an application for a loan. What happened In September 2020 Mr A applied to TSB for a loan. He was subsequently advised that his application couldn’t be considered because of the level, of gambling transactions being... (3 pages)View decision -
Decision Reference DRN-5838826
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5838826 The complaint Mr B complains that Monzo Bank Ltd failed to pursue a chargeback and didn’t provide proper support. What happened In May 2025 Mr B deposited money with an online gambling company totalling in excess of £1,600. He had previously told Monzo he had a gambling addi... (3 pages)View decision -
Decision Reference DRN-5971070
2 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5971070 The complaint Mr H complains about the service he received from Revolut Ltd (“Revolut”) when he asked it to close his account and not allow it to be reopened or restrict his ability to use cryptocurrency on his account. What happened Mr H had a gambling addiction and was usi... (3 pages)View decision -
Decision Reference DRN-5111124
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5111124 The complaint Ms D has complained that Lloyds Bank PLC failed to offer her sufficient support when she started to gamble in an irrational and harmful way through her current account. Background Ms D has a current account with Lloyds. In September 2023 she added a gambling bl... (3 pages)View decision -
Decision Reference DRN-2278450
1 Feb 2021 Revolut Ltd Not upheldBanking and PaymentsDRN-2278450 The complaint Mr C complains about Revolut Ltd’s decision to hold him responsible for transactions which he says he didn’t authorise. What happened In March 2020, Mr C received a notification from his Revolut online banking application to let him know his card had been frozen d... (4 pages)View decision
