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 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 DRN-4297305
29 Aug 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4297305 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr E was provided with a credit card in July 2018 by Virgin Money with a credit limit of £1,800. Mr E says that he built up a large debt on the c... (2 pages)View decision -
Decision Reference DRN-3342541
15 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3342541 The complaint Mr A complains that National Westminster Bank Plc (NatWest) allowed three gambling transactions to go through on his account despite being aware of his gambling addiction and placing a block on his account. What happened In October 2021, Mr A visited a casino and ... (3 pages)View decision -
Decision Reference DRN7639708
10 Apr 2019 Paysafe Financial Services Limited UpheldBanking and creditMr C complains that Paysafe Financial Services Limited (trading as Neteller) unfairly excluded transactions he made from a promotional cashback offer.background Mr C entered a reward scheme that said if he made transactions above a certain level he’d earn cashback. The ... (3 pages)View decision -
Decision Reference DRN-2817083
18 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2817083 The complaint Mr F complains that HSBC UK Bank Plc didn’t do more to limit the gambling transactions he made from his basic account. What happened In 2019 Mr F contacted HSBC to say he didn’t recognise a number of gambling transactions on his account. HSBC looked into the matte... (3 pages)View decision -
Decision Reference DRN-2455971
10 May 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2455971 The complaint Mr K is unhappy that National Westminster Bank Plc (“NatWest”) won’t refund some gambling transactions he says were made fraudulently on his account. What happened Mr K has told us that his debit card was used to make a series of unauthorised payments to two diffe... (3 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN5689074
24 Jan 2020 Tandem Bank Limited Not upheldBanking and creditMr R has complained about Tandem Bank Limited and the charges they’ve applied to his credit card account after processing gambling transactions as cash advances.backgroundMr R made three gambling transactions on his tandem credit card account worth £1,000 each. These transactions were proc... (2 pages)View decision -
Decision Reference DRN-4556536
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4556536 The complaint Mr R is unhappy that Bank of Scotland trading as Halifax didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-4210272
18 Oct 2023 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4210272 The complaint Mrs L complains that Zopa Bank Limited approved gambling transactions from her credit card. What happened Mrs L opened a credit card with Zopa in 2021. Mrs L has explained that since that time she has used her credit card for gambling purposes in addition to regul... (2 pages)View decision
