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-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 -
Decision Reference DRN9609555
2 Jul 2018 Casheuronet UK LLC UpheldBanking and creditMr K complains that CashEuroNet UK LLC (trading as Quick Quid) lent to him irresponsibly. Mr K is represented by a claims management company. His representative asks that interest and charges are refunded, with 8% interest, and any remaining balance is written off. It a... (4 pages)View decision -
Decision Reference DRN0591813
29 Aug 2019 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr A complains that HSBC UK Bank Plc debited his account with a series of card payments totalling £3,500 which he says he didn’t make or otherwise authorise.What happenedOn 4 February 2018, an account was set up on a gambling website in Mr A’s name, using his correct date of birth... (3 pages)View decision -
Decision Reference DRN-5603503
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5603503 The complaint Mr J complains that Nationwide Building Society didn’t adequately support him with his gambling addiction. What happened Mr J previously complained to Nationwide in 2023. As part of that complaint, he told Nationwide he was on medication which left him unable t... (3 pages)View decision -
Decision Reference DRN-5119424
1 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5119424 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) irresponsibly increased his credit limit because he was using the card to gamble. What happened Mr H opened an account with Barclaycard on 23 March 2015 with a £7,800 credit limit. He is ... (5 pages)View decision -
Decision Reference DRN-5497426
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5497426 The complaint Mr E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the outstanding balance on his loan written off, a refund of his gambling-related losses and compensation for the distress this situ... (4 pages)View decision -
Decision Reference DRN-3644707
16 Sep 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3644707 The complaint Mr N complains that Vanquis Bank Limited irresponsibly gave him a credit card he couldn’t afford to repay. What happened In July 2019, Mr N applied for a credit card with Vanquis. His application was accepted and he was given a card with a credit limit of £1,000. ... (3 pages)View decision -
Decision Reference DRN-4567492
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4567492 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision