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-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 DRN7683263
24 Oct 2017 National Westminster Bank Plc UpheldBanking and creditMrs F has complained National Westminster Bank Plc did little to help her when she told them fraudulent gambling transactions had been made from her account.backgroundMrs F noticed 38 gambling transactions had been made from her account over a couple of days in Februar... (2 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-5829705
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829705 The complaint Mr P is unhappy with National Westminster Bank PLC. He’s unhappy with the way NatWest acted between 26 July 2018 and 5 December 2018 around his gambling activity from his bank account. He said it should have noticed he was vulnerable. What happened Mr P said h... (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-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 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 DRN3705839
5 Jan 2016 TSB Bank plc Not upheldBanking and creditMr B complains TSB Bank Plc won’t refund a large amount of money that was taken from his account and used for gambling. He says he didn’t spend the money – or allow anybody else to do it for him. Mr B wants TSB to refund the money.backgroundMr B says he lost ... (2 pages)View decision