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 DRN5465526
6 Feb 2014 Nationwide Building Society UpheldBanking and creditMrs K complains that Nationwide Building Society has held her liable for payments that were made from her account to an online gambling company. Mrs K says she did not give permission for her card details to be used to make the transactions.backgroundNationwide had sought to recover the ... (2 pages)View decision -
Decision Reference DRN-3309699
11 Mar 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3309699 The complaint Mr P complains that Starling Bank Limited failed to raise a chargeback or refund transactions from an internationally based gambling merchant. What happened Mr P made several transactions through a foreign based merchant who offered online gambling services I’ll r... (2 pages)View decision -
Decision Reference DRN-4121517
11 May 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4121517 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) lent to him irresponsibly. What happened Mr G had a current account with HSBC. He had an overdraft limit of £5,000. On 28 October 2017, he applied for a loan of £25,000, payable over 98 months – for home improvements. Th... (4 pages)View decision -
Decision Reference DRN-5586018
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5586018 The complaint Mr G complains HSBC UK Bank Plc won’t reimburse money he lost when he fell victim to a scam. He also says there have been multiple service issues with HSBC and is unhappy with the compensation offered. What happened Mr G paid funds using his debit card for onl... (3 pages)View decision -
Decision Reference DRN-4604208
1 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4604208 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) allowed him to use his account to gamble extensively without any interventions or checks. Mr R says that PayPal’s failure to intervene caused him a great deal of financial loss and harm. Mr R also ... (6 pages)View decision -
Decision Reference DRN-3867052
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3867052 The complaint Mr D complains Lloyds Bank PLC increased his credit card limit even though he had a gambling problem. What happened Mr D held a credit card with Lloyds, which had a £6,750 credit limit. The limit was increased to £7,750 in November 2015, then to £8,250 in August 2... (3 pages)View decision -
Decision Reference DRN0834729
8 Aug 2013 Spreadex Limited Not upheldInvestment and pensionsMr F has complained that Spreadex Limited failed to remove a credit limit from his account after he had made it clear that he had a gambling problem. The removal of the credit limit was one of the conditions Mr F wanted to be met if he was to repay the deficit on his account. Mr F... (4 pages)View decision -
Decision Reference DRN-5047698
1 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5047698 The complaint Mr B has complained that Barclays Bank UK PLC failed to safeguard him when he started to gamble compulsively during March 2020. Background Mr B is a vulnerable consumer and has a number of mental health issues, including a diagnosis of Bi-Polar. In March 2020,... (4 pages)View decision -
Decision Reference DRN-5241840
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5241840 The complaint A company which I’ll refer to as ‘S’ complains that Barclays Bank UK Plc failed to stop gambling transactions from leaving its account. The complaint is brought on S’s behalf by its director, Mr M. What happened Mr M told us: He applied for a Bounce Back L... (3 pages)View decision -
Decision Reference DRN-4529328
18 Jan 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4529328 The complaint Mr J has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with two high value personal loans in 2019. He also believes it has failed in its obligations to adequately support him as a vulnerable consumer. Background Mr J is a compulsive gam... (5 pages)View decision