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 DRN-3991631
22 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3991631 The complaint Mrs B complains that Santander UK Plc (“Santander”) lent to her irresponsibly and did nothing to support her despite informing it of her gambling problems and other vulnerabilities. What happened Mrs B held an account with Santander with an overdraft facility. Mrs... (4 pages)View decision -
Decision Reference DRN1860966
16 Feb 2017 Clydesdale Bank Plc Not upheldBanking and creditMr C complains that Clydesdale Bank Plc didn’t stop him using his credit card for gambling.backgroundMr C has had a credit card with the bank since 1987 and recently he has made use of it to spend significant sums gambling. In July 2016 he contacted the bank to compl... (2 pages)View decision -
Decision Reference DRN0588586
1 Oct 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK plc irresponsibly allowed him to increase his overdraft limit when it should have been clear it was unaffordable.backgroundMr R says he was given a £4,000 overdraft by Santander in 2017 that was both irresponsible and unaffordable. He says he used the overd... (2 pages)View decision -
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-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision -
Decision Reference DRN-3319245
12 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3319245 The complaint Mr M complains about Barclays Bank UK PLC trading as Barclaycard and their failure to prevent him from using his credit card for gambling transactions. What happened Mr M held a credit card with Barclays, which from June 2015 had a credit limit of £4,300 with a ca... (5 pages)View decision -
Decision Reference DRN5321227
13 Nov 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss G complains that Barclays Bank UK Plc (trading as Barclaycard) charged excessive interest and charges to her account in relation to gambling transactions. She says Barclaycard hasn’t acted fairly and should’ve identified from her spending that she had a problem. backgroundMiss G has a... (3 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-4297305
29 Aug 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4297305 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr E was provided with a credit card in July 2018 by Virgin Money with a credit limit of £1,800. Mr E says that he built up a large debt on the c... (2 pages)View decision