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 5478 results
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Decision Reference DRN-3553725
9 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3553725 The complaint Ms P complains that Lloyds Bank PLC have declined to refund money she said she lost on scam gambling websites. What happened The background to this complaint is well known to both parties, so I won’t go into every detail of what happened here. But in summary, in M... (4 pages)View decision -
Decision Reference DRN-2835828
19 Oct 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2835828 The complaint Mr M is unhappy because Nationwide Building Society allowed transactions totalling almost £17,000 to leave his account which, he says, he didn’t make or otherwise authorise and it has also unfairly recorded a CIFAS marker with the National Fraud Database. What hap... (3 pages)View decision -
Decision Reference DRN-5778057
11 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5778057 The complaint Mr G complains that Fairscore Limited trading as Updraft irresponsibly lent to him. Mr G would like a refund of fees and interest, removal of negative information from his credit file and some compensation to resolve his complaint. What happened Updraft provid... (3 pages)View decision -
Decision Reference DRN-4378712
22 Nov 2023 Santander UK Plc Not upheldConsumer CreditDRN-4378712 Complaint Mr S has complained about a personal loan Santander UK Plc (“Santander”) provided to him. He says that Santander lent to him even though it ought to have been apparent he would use the funds for gambling. Background Mr S has also separately complained about the adequa... (4 pages)View decision -
Decision Reference DRN4116697
2 Oct 2013 Barclays Bank Plc UpheldBanking and creditMr R reported to Barclays Bank Plc a payment to a gambling website that he says he did not authorise. Mr R complains that Barclays has held him liable for it.backgroundThe circumstances leading to this complaint were set out in my provisional decision of August 2013, a copy of which is... (5 pages)View decision -
Decision Reference DRN-3500884
26 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3500884 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) didn’t support him regarding the management of his current account and his overdraft facility. He believes they should have seen the potentially damaging transactions taking place and should have intervened. What happ... (4 pages)View decision -
Decision Reference DRN-5318472
4 Sep 2025 Spreadex Limited Not upheldInvestmentsDRN-5318472 The complaint Mr A has complained about his spreadbetting account he held with Spreadex Limited (‘Spreadex’). He says he was able to transfer funds to his fixed betting account which bypassed the limits he had set and enabled his excessive gambling. He says he has suffered s... (4 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 pages)View decision -
Decision Reference DRN-5699829
3 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5699829 The complaint Miss W complains that Starling Bank Limited failed to pursue a chargeback. What happened In March 2025 Miss W made a number of deposits to an online gambling company based overseas. The payments made from her Starling account totalled £1,798.63. Miss W had a bl... (3 pages)View decision -
Decision Reference DRN-5810612
23 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5810612 The complaint Miss W complains that Santander UK Plc (“Santander”) failed to raise chargebacks for her in relation to gambling transactions. What happened Miss W contacted Santander in 2024 asking them to process chargebacks for her for several transactions relating to an on... (3 pages)View decision