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
-
Decision Reference DRN-5910051
11 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5910051 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money failed to intervene when he was suffering from a gambling addiction. What happened Mr L had a credit card with Virgin Money. From 2022 onwards Mr L used the account to make high value payments thro... (2 pages)View decision -
Decision Reference DRN-2308919
18 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2308919 The complaint Mr F has complained Nationwide Building Society won’t refund transactions he didn’t authorise. What happened In December 2019 Mr F complained to Nationwide his card details had been used for gambling transactions which he’d not made. Nationwide contacted the gambl... (3 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 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 -
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-4400536
11 Jan 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4400536 The complaint Mrs W complains Zopa Bank Limited didn’t help her recover payments she disputed. What happened Mrs W has an account with Zopa Bank which she opened in 2021 and a credit card. In April 2023 Mrs W contacted Zopa Bank to say she’d used her card to make a number of pa... (3 pages)View decision -
Decision Reference DRN6480911
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc was irresponsible when it increased his overdraft and then lent him £3,000.backgroundOn 22 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr W or NatWest, I didn’t ... (2 pages)View decision -
Decision Reference DRN-3867052
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3867052 The complaint Mr D complains Lloyds Bank PLC increased his credit card limit even though he had a gambling problem. What happened Mr D held a credit card with Lloyds, which had a £6,750 credit limit. The limit was increased to £7,750 in November 2015, then to £8,250 in August 2... (3 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision