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 DRN-2498018
26 Mar 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2498018 The complaint Mr W complained because Santander UK Plc refused to reimburse him for payments which he said he didn’t make. What happened On 5 June 2020, 18 payments to an online gambling firm were debited to Mr W’s Santander account between 15:26 and 15:44. These totalled £1,00... (3 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-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 DRN3289695
5 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster Bank Plc (NatWest) irresponsibly gave him a loan of £5,000 when it knew he had a gambling addiction.backgroundMr T says NatWest persuaded him into taking out a loan in May 2017. He says he told NatWest’s advisor he was a gambl... (2 pages)View decision -
Decision Reference DRN-6006670
12 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-6006670 The complaint Mr S complained that Revolut Ltd refused to refund gambling transactions debited from his account during the week after he was told his account was blocked for 7 days. What happened Mr S held a current account with Revolut. In June 2025, Revolut proactively ap... (6 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-2841116
29 Oct 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2841116 The complaint Mr J, on behalf of the estate of Mrs T, complains that The Co-operative Bank Plc (“Co-op”) failed to identify and intervene in compulsive spending on Mrs T’s account resulting from a gambling addiction. Mr J also complains that Co-op failed in its money laundering... (5 pages)View decision -
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 DRN6988818
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, lent to him irresponsibly.backgroundIn autumn 2016, Mr M complained to Halifax that it had let his overdraft facility increase to £5,000. Mr M said that in February 2014 he’d been to a branch, told an a... (2 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
