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-4962699
19 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4962699 The complaint Mr L has complained that Revolut Ltd failed to place adequate safeguarding measures in place to prevent him from gambling and losing large sums of money. Background Mr L opened a bank account with Revolut in July 2022. Almost immediately he began to use the acc... (4 pages)View decision -
Decision Reference DRN-2636001
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2636001 The complaint Mr B complains that National Westminster Bank Plc refused to refund unauthorised transactions under the chargeback scheme. What happened Mr B made payments to a gambling site he found online. Once he checked his bank statement, he noticed unauthorised payments had... (3 pages)View decision -
Decision Reference DRN-4348631
5 Oct 2023 Lendable Ltd UpheldConsumer CreditDRN-4348631 The complaint Mr B complains Lendable Ltd lent to him irresponsibly. What happened Mr B took out a £3,000 loan with Lendable in July 2022, and the total amount he needed to repay was just over £5,000. The loan had a term of three years, and the monthly repayments were around £1... (4 pages)View decision -
Decision Reference DRN-4058666
31 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4058666 The complaint Mr A complains National Westminster Bank Plc failed to act when his account showed signs of excessive gambling. What happened The Investigator set out the background to this complaint in detail, so I won’t repeat it again here. Instead, I’ll provide a summary of t... (3 pages)View decision -
Decision Reference DRN9250454
7 May 2015 HSBC Bank plc Not upheldBanking and creditMr T complains that HSBC Bank plc will not refund debit card payments made from his account to an online gambling site.backgroundMr T says that he agreed to let his friend use his online gambling account, and provided two deposits of money with his debit card details.... (2 pages)View decision -
Decision Reference DRN-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision -
Decision Reference DRN5485761
10 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr N complains that National Westminster Bank Plc irresponsibly lent him money when he had a gambling problem. backgroundFrom April 2006 onwards, Mr N applied to NatWest for overdraft facilities many times and the bank often provided them. On several occasions he cleared the overdraft d... (2 pages)View decision -
Decision Reference DRN-5980086
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5980086 The complaint Miss W has complained Revolut Ltd won’t refund disputed transactions made using her Revolut card and iPhone which she didn’t authorise. What happened In September 2025 Miss W contacted Revolut as she’d been the victim of a violent attack and home invasion. The ... (3 pages)View decision -
Decision Reference DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision -
Decision Reference DRN-4409384
20 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4409384 The complaint Mr L complains that Barclays Bank UK PLC (“Barclays”) failed to pick up on unusual activity on his account and offer appropriate support for his spending on gambling which was due to a third party influencer/scammer. Mr L says this resulted in losses of approximat... (4 pages)View decision