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 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 -
Decision Reference DRN-4516953
15 Dec 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4516953 The complaint Ms M is unhappy that Revolut Ltd won’t refund money she lost to a scam. What happened Some years ago, Ms M had a gambling problem. She says it started due to an abusive relationship she was in as she was trying to win money to run away. She sought help from a cou... (10 pages)View decision -
Decision Reference DRN-5854831
10 Nov 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5854831 The complaint Mr R complains Kroo Bank Ltd (“Kroo”) closed his account without proper explanation, and that its terms do not expressly give it justification to have done so due to gambling transactions. Mr R says Kroos actions have caused him distress, inconvenience, and con... (2 pages)View decision -
Decision Reference DRN6947896
12 Dec 2019 HSBC UK Bank Plc Not upheldBanking and creditMr W is unhappy with the credit limit HSBC UK Bank Plc (HSBC) offered him on a new credit card.backgroundIn 2016 Mr W successfully applied for a new credit card with HSBC and was given a credit limit of £5,500. Mr W has exceeded the credit limit on the card, and he has entered into a payme... (2 pages)View decision -
Decision Reference DRN-5047135
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5047135 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) didn’t offer him support when he was using his bank account to make gambling transactions in 2020. He said he was using the account differently and Barclays should’ve noticed this and stepped in to prevent fur... (2 pages)View decision -
Decision Reference DRN-4543180
1 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4543180 The complaint Ms D complains that Capital One (Europe) plc lent irresponsibly when it increased the credit limit on her credit card. Ms D also complains that Capital One failed to monitor her account and provide support. What happened Ms D had an existing credit card with Capit... (3 pages)View decision -
Decision Reference DRN-2308919
18 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2308919 The complaint Mr F has complained Nationwide Building Society won’t refund transactions he didn’t authorise. What happened In December 2019 Mr F complained to Nationwide his card details had been used for gambling transactions which he’d not made. Nationwide contacted the gambl... (3 pages)View decision -
Decision Reference DRN-2928622
31 Jan 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2928622 The complaint Mr P complains about National Westminster Bank Plc (NWB) and the way they handled, and declined, his request for a refund of transactions made to gambling websites. What happened Mr P held a current account and credit card account with NWB. On 17 August 2020, Mr P... (3 pages)View decision -
Decision Reference DRN-1555961
3 Dec 2020 Marq Millions Limited Not upheldBanking and PaymentsDRN-1555961 The complaint Mr S has complained that Marq Millions Limited, trading as Arro Money (“Arro”), shouldn’t have unblocked his bank account, after it blocked it because of his spending on gambling websites. Mr S is represented in this complaint by his father. What happened Mr S set... (4 pages)View decision -
Decision Reference DRN6480911
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc was irresponsible when it increased his overdraft and then lent him £3,000.backgroundOn 22 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr W or NatWest, I didn’t ... (2 pages)View decision
