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 5830 results
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Decision Reference DRN-2748482
3 May 2021 Nationwide Building Society Not upheldConsumer CreditDRN-2748482 The complaint Mr W complains that Nationwide Building Society irresponsibly lent money to him. What happened Mr W says he applied for and was given a Nationwide loan for over £24,000 in 2017. He says that lending was irresponsible and the loan unaffordable due to his gambling p... (2 pages)View decision -
Decision Reference DRN-3545940
10 Jan 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3545940 The complaint and what happened Mr A is unhappy Revolut Ltd refuses to refund six payments he thought he was making to a gambling platform. The circumstances that led to this complaint are well-known to both parties, so I won’t repeat them in detail. I’ll recap the key points, ... (3 pages)View decision -
Decision Reference DRN-5161711
21 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5161711 The complaint Mr M has complained that Nationwide Building Society failed to apply a gambling block to his account when he asked it to. Background Mr M contacted Nationwide via its web chat service on 25 June 2024. In the chat he disclosed he was struggling financially and w... (3 pages)View decision -
Decision Reference DRN-2861961
10 Aug 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2861961 The complaint Mr F complains that Starling Bank Limited decided he was liable for some transactions he disputed. He’s also unhappy that the bank didn’t step in to support him with his gambling. What happened Around November 2019, Mr F contacted Starling and said he didn’t recog... (4 pages)View decision -
Decision Reference DRN-1944040
23 Mar 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1944040 The complaint Mr D complains that National Westminster Bank Plc won’t refund payments made from his account to an online gambling firm. He says he didn’t make the payments. What happened The background to this complaint is well-known to both parties, so I’ll only provide a brie... (3 pages)View decision -
Decision Reference DRN-5863235
29 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5863235 The complaint Mr K complains that Royal Bank of Scotland PLC (RBS) allowed him to gamble more than £11,000 in just over a week without any intervention which would have prevented the financial harm suffered by Mr K. What happened Mr K has maintained an account with RBS for m... (2 pages)View decision -
Decision Reference DRN-4495421
5 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4495421 The complaint Mr H complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) allowed him to gamble extensively and excessively to a gambling merchant on his credit card. What happened Mr H held a credit card with Tesco. In December 2017, he reduced the credit li... (4 pages)View decision -
Decision Reference DRN-6187856
27 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6187856 The complaint Mr B complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost when he used a non-UK gambling site. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what happened. On 10 July 20... (5 pages)View decision -
Decision Reference DRN-4659768
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4659768 The complaint Mr S is unhappy that TSB Bank plc didn’t inform him of all the options he had available when he made them aware of his gambling addiction while enquiring about applying gambling blocks to his account. What happened In September 2022, Mr S contacted TSB via their c... (7 pages)View decision -
Decision Reference DRN-4306410
23 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4306410 The complaint Mr B complains that Nationwide Building Society unfairly blocked and closed his account. He’s also unhappy that Nationwide didn’t offer him any help or support in relation to his gambling addiction. What happened Mr B had an account with Nationwide, which he’d op... (3 pages)View decision