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 DRN9250454
7 May 2015 HSBC Bank plc Not upheldBanking and creditMr T complains that HSBC Bank plc will not refund debit card payments made from his account to an online gambling site.backgroundMr T says that he agreed to let his friend use his online gambling account, and provided two deposits of money with his debit card details.... (2 pages)View decision -
Decision Reference DRN-3644707
16 Sep 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3644707 The complaint Mr N complains that Vanquis Bank Limited irresponsibly gave him a credit card he couldn’t afford to repay. What happened In July 2019, Mr N applied for a credit card with Vanquis. His application was accepted and he was given a card with a credit limit of £1,000. ... (3 pages)View decision -
Decision Reference DRN-4962699
19 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4962699 The complaint Mr L has complained that Revolut Ltd failed to place adequate safeguarding measures in place to prevent him from gambling and losing large sums of money. Background Mr L opened a bank account with Revolut in July 2022. Almost immediately he began to use the acc... (4 pages)View decision -
Decision Reference DRN-4515180
17 Dec 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4515180 The complaint Mr T complains that National Westminster Bank Plc (NatWest) acted irresponsibly by agreeing to lend to him. What happened In November 2016 Mr T entered into a Fixed Loan Sum agreement with NatWest. The application was made online for a loan of £10,000. The loan wa... (5 pages)View decision -
Decision Reference DRN-4567492
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4567492 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN-2636001
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2636001 The complaint Mr B complains that National Westminster Bank Plc refused to refund unauthorised transactions under the chargeback scheme. What happened Mr B made payments to a gambling site he found online. Once he checked his bank statement, he noticed unauthorised payments had... (3 pages)View decision -
Decision Reference DRN-4058666
31 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4058666 The complaint Mr A complains National Westminster Bank Plc failed to act when his account showed signs of excessive gambling. What happened The Investigator set out the background to this complaint in detail, so I won’t repeat it again here. Instead, I’ll provide a summary of t... (3 pages)View decision -
Decision Reference DRN-5599317
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5599317 The complaint Mr C is unhappy with HSBC Bank UK Plc. Mr C said he has a gambling addiction and suffers with his mental health. He was left some inheritance money and spent all the money within a few days on gambling. He said the amounts being spent should have flagged with H... (3 pages)View decision -
Decision Reference DRN3310855
5 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMs R is unhappy that Barclays Bank PLC offered her credit, even though it knew about her gambling problems. She also says Barclays didn’t help her when she asked it to.backgroundMs R has a current account with Barclays. She also had a credit card that she took out ... (2 pages)View decision -
Decision Reference DRN5485761
10 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr N complains that National Westminster Bank Plc irresponsibly lent him money when he had a gambling problem. backgroundFrom April 2006 onwards, Mr N applied to NatWest for overdraft facilities many times and the bank often provided them. On several occasions he cleared the overdraft d... (2 pages)View decision
