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 DRN0345640
31 Dec 2018 NewDay Ltd Not upheldBanking and creditMr T complained that NewDay Ltd, trading as Aquacard, shouldn’t have increased his credit limit. He said he was using it for gambling, and thinks Aquacard should have noticed and done something about it.Mr T wants Aquacard to refund all interest and late fees, and r... (4 pages)View decision -
Decision Reference DRN-4321711
26 Mar 2024 Spreadex Limited Not upheldInvestmentsDRN-4321711 The complaint Mr L complains that Spreadex Limited failed to safeguard him against problem gambling. He’s also raised some more specific concerns about having to commit additional funds to place bets and accruing debt despite having a credit facility available to him. What happ... (4 pages)View decision -
Decision Reference DRN-4373435
28 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4373435 The complaint Mr C has complained that Lloyds Bank PLC didn’t do enough to safeguard him as a vulnerable consumer when he started gambling as a result of a mental breakdown. What happened On 7 November 2022 Mr C spent a total of £7,581 on numerous gambling transactions from his... (3 pages)View decision -
Decision Reference DRN-5589754
29 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589754 The complaint Mr P has complained that Starling Bank Limited refused to process a chargeback request for him for transactions that took place on his account. Background Mr P has told us he has a history of compulsive spending and problem gambling. In order to try to protect... (3 pages)View decision -
Decision Reference DRN-5793048
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793048 The complaint Mrs R complains that Bank of Scotland plc (“BoS”) acted irresponsibly by providing her with an overdraft facility and failed to take steps to stop her using her account for gambling transactions. What happened BoS agreed to give Mrs R an overdraft in May 2019 ... (2 pages)View decision -
Decision Reference DRN-2873350
8 Apr 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-2873350 The complaint Mr S has complained that Everyday Lending Limited trading as “Everyday Loans” acted irresponsibly when it provided him with a loan in July 2019. Background Mr S borrowed £1,500 from Everyday Loans in July 2019. The loan was for 18 months and the monthly repayments... (2 pages)View decision -
Decision Reference DRN-3477434
20 May 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3477434 The complaint Mr B has complained that Sainsbury’s Bank Plc failed to properly monitor his credit card account or offer him support when he was gambling compulsively. He has asked that it refund all of the interest and charges that have been applied to his account. Background M... (4 pages)View decision -
Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision -
Decision Reference DRN-3459695
19 May 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3459695 The complaint and background Mr S has complained that HSBC UK Bank Plc allowed his account to go overdrawn when he didn’t have an arranged overdraft. Mr S says he was suffering with a gambling addiction and that HSBC should never have allowed the transactions he made to go thro... (2 pages)View decision -
Decision Reference DRN-5739725
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5739725 The complaint Mr S complains Revolut Ltd failed to protect him from making payments to gambling operators. He says he suffered financially and mentally because of its processes and systems. What happened A summary of what happened is below. Mr S has an account with Revolut. ... (2 pages)View decision