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 4944 results
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Decision Reference DRN2436994
31 Oct 2013 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds TSB Bank Plc PLC lent irresponsibly to him after he informed the bank of his gambling problem. background The circumstances leading to this complaint were set out in my provisional decision dated 8 October 2013, a copy of which is attached and forms part of ... (5 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 pages)View decision -
Decision Reference DRN1860966
16 Feb 2017 Clydesdale Bank Plc Not upheldBanking and creditMr C complains that Clydesdale Bank Plc didn’t stop him using his credit card for gambling.backgroundMr C has had a credit card with the bank since 1987 and recently he has made use of it to spend significant sums gambling. In July 2016 he contacted the bank to compl... (2 pages)View decision -
Decision Reference DRN-5699829
3 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5699829 The complaint Miss W complains that Starling Bank Limited failed to pursue a chargeback. What happened In March 2025 Miss W made a number of deposits to an online gambling company based overseas. The payments made from her Starling account totalled £1,798.63. Miss W had a bl... (3 pages)View decision -
Decision Reference DRN0588586
1 Oct 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK plc irresponsibly allowed him to increase his overdraft limit when it should have been clear it was unaffordable.backgroundMr R says he was given a £4,000 overdraft by Santander in 2017 that was both irresponsible and unaffordable. He says he used the overd... (2 pages)View decision -
Decision Reference DRN-3227260
25 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3227260 The complaint Mr M complains that Santander UK Plc (“Santander”) unfairly declined to make a chargeback following a dispute. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M gambled using an online casino I’ll refer t... (2 pages)View decision -
Decision Reference DRN-3553725
9 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3553725 The complaint Ms P complains that Lloyds Bank PLC have declined to refund money she said she lost on scam gambling websites. What happened The background to this complaint is well known to both parties, so I won’t go into every detail of what happened here. But in summary, in M... (4 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision -
Decision Reference DRN-1994712
12 Apr 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-1994712 The complaint Miss K complains that Barclays Bank UK PLC acted irresponsibly when it provided loans to her. What happened Miss K had a current account with Barclays. She says that during the period between 2015 – 2017 Barclays provided her with five different loans. She says th... (4 pages)View decision -
Decision Reference DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision
