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-4979903
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4979903 The complaint Mr B has complained that National Westminster Bank Plc failed to provide him with adequate support when he started to gamble with his credit card in a harmful and compulsive way. Background Mr B applied for a credit card with NatWest in July 2023. His applicati... (3 pages)View decision -
Decision Reference DRN-4604208
1 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4604208 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) allowed him to use his account to gamble extensively without any interventions or checks. Mr R says that PayPal’s failure to intervene caused him a great deal of financial loss and harm. Mr R also ... (6 pages)View decision -
Decision Reference DRN-6285367
13 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6285367 Complaint Mr M has complained about a credit limit increase Barclays Bank UK PLC (then trading as “Tesco Bank”) provided to him. He says that the credit limit increase shouldn’t have been provided as it ought to have been obvious that he was at risk from gambling harm. Back... (7 pages)View decision -
Decision Reference DRN-6123753
26 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6123753 The complaint Mr B complains Nationwide Building Society didn’t do enough to prevent gambling transactions leaving his account. What happened Mr B opened a current account with Nationwide around March 2020. He says over the years he used the account to make a large number o... (3 pages)View decision -
Decision Reference DRN-5986204
26 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5986204 The complaint Mr S complains Monzo Bank Ltd failed to meaningfully intervene when he was gambling excessively. He’s also unhappy with how they responded to his Data Subject Access Request (DSAR.) What happened Mr S raised a complaint with Monzo on 26 June 2025 as he was unha... (4 pages)View decision -
Decision Reference DRN-5876899
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5876899 The complaint Mrs P is unhappy with Barclays Bank UK Plc. Mrs P said Barclays failed to appropriately intervene when her gambling activity escalated in May 2025. Mrs P was also unhappy about the service provided. What happened Mrs P said Barclays admitted it had breached t... (4 pages)View decision -
Decision Reference DRN-6143715
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6143715 The complaint Mr J complains Revolut Ltd (“Revolut”) hasn’t refunded funds he said he lost as the result of a scam and hindered the recovery of his funds when it raised chargebacks classed as disputes when Mr J believes it ought to have done so on the basis the payments were... (3 pages)View decision -
Decision Reference DRN5465526
6 Feb 2014 Nationwide Building Society UpheldBanking and creditMrs K complains that Nationwide Building Society has held her liable for payments that were made from her account to an online gambling company. Mrs K says she did not give permission for her card details to be used to make the transactions.backgroundNationwide had sought to recover the ... (2 pages)View decision -
Decision Reference DRN-3309699
11 Mar 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3309699 The complaint Mr P complains that Starling Bank Limited failed to raise a chargeback or refund transactions from an internationally based gambling merchant. What happened Mr P made several transactions through a foreign based merchant who offered online gambling services I’ll r... (2 pages)View decision -
Decision Reference DRN-5807961
31 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5807961 The complaint Mr C complains PayPal UK Ltd allowed him to open multiple accounts and gamble, which led to significant losses and harm to Mr C. What happened Mr C opened numerous accounts with PayPal and made payments to gambling companies through these accounts. Mr C told... (5 pages)View decision