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-5970221
10 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5970221 The complaint Mr L complains that Nationwide Building Society failed to apply appropriate safeguarding measures to his account when it knew, or ought to have known, that he had a gambling problem. What happened Mr L has a basic account with Nationwide, which he opened in Oct... (3 pages)View decision -
Decision Reference DRN-2940210
13 Feb 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2940210 The complaint Ms T complains that Lloyds Bank Plc (“Lloyds”) acted irresponsibly when they provided her with a debit card which enabled her to use it to carry out online gambling transactions. What happened Ms T says that around six years ago her sister contacted Lloyds on her ... (4 pages)View decision -
Decision Reference DRN0574495
18 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr F complains that Barclays Bank UK PLC debited his account with a series of card payments totalling £2,800 which he says he didn’t make or otherwise authorise. £2,050 was refunded through the chargeback process, so the amount in dispute is now £750. backgroundBetween 29-30 September 2018... (2 pages)View decision -
Decision Reference DRN8650749
18 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr R, who has a representative, complains that Barclays Bank UK Plc (Barclays) acted irresponsibly by increasing his credit card limit, and allowing him to use this for gambling.backgroundMr R has a Barclaycard credit card, which he got in 2011, with a credit limit of £2,000. This limit in... (3 pages)View decision -
Decision Reference DRN-3463754
22 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3463754 The complaint Mr R complains that TSB Bank PLC didn’t provide adequate support for him when he asked for help with his gambling problem and they then closed his account. What happened Mr R had a current account with TSB. In August 2021 there was a fraud alert on Mr R’s account... (3 pages)View decision -
Decision Reference DRN-5698000
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5698000 The complaint Mr F complains that Revolut Ltd (“Revolut”) didn’t raise chargebacks for gambling transactions made to overseas casinos. Mr F says the casinos weren’t licenced in the UK and essentially operated a scam. What happened Mr F has a bank account with Revolut. He co... (3 pages)View decision -
Decision Reference DRN-6241948
30 Mar 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6241948 The complaint Mr L complains that THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (RBS) failed to advise or intervene when he spent a large sum on gambling transactions What happened On 13 and 14 January 2026 Mr L says he spent over £9,500 (in fact just over £4,500) on gam... (3 pages)View decision -
Decision Reference DRN7157214
20 Nov 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr C complains that Tesco Personal Finance PLC has given him misleading information about gambling transactions fees.backgroundTesco put a Notice of Variation in Mr C’s April 2016 credit card statement which said that it was going to treat gambling transactions as cash... (2 pages)View decision -
Decision Reference DRN6610917
1 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMiss G complains that Barclays Bank Plc is holding her responsible for gambling transactions made from her account and which she denies making or being responsible for. Miss G has been declined a refund of the value of the transactions.backgroundMiss G is disputing ... (3 pages)View decision -
Decision Reference DRN-4546812
12 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546812 The complaint Mrs W complains that National Westminster Bank Plc (“NatWest”) refused to raise chargeback claims in respect of money held with two gambling merchants. She also complains that NatWest failed to offer her support as a vulnerable customer and sent her a letter about... (6 pages)View decision