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 5795 results
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Decision Reference DRN-5890702
13 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5890702 The complaint Mr A complained about the way Monzo Bank Ltd dealt with a claim for money back for payments he made using his debit card. What happened Mr A has explained that he has a compulsive spending problem which can result in him gambling in a harmful way. As a result,... (3 pages)View decision -
Decision Reference DRN6897373
5 Dec 2013 PayPal Sarl & Cie, SCA Not upheldBanking and creditMiss W complains that PayPal Sarl & Cie, SCA has not refunded transactions that she says she did not make or authorise.backgroundMiss W used a gambling website to place a number of bets. She paid the stakes to the bookmaker from her PayPal account, which was fed by her bank account... (2 pages)View decision -
Decision Reference DRN1860966
16 Feb 2017 Clydesdale Bank Plc Not upheldBanking and creditMr C complains that Clydesdale Bank Plc didn’t stop him using his credit card for gambling.backgroundMr C has had a credit card with the bank since 1987 and recently he has made use of it to spend significant sums gambling. In July 2016 he contacted the bank to compl... (2 pages)View decision -
Decision Reference DRN0588586
1 Oct 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK plc irresponsibly allowed him to increase his overdraft limit when it should have been clear it was unaffordable.backgroundMr R says he was given a £4,000 overdraft by Santander in 2017 that was both irresponsible and unaffordable. He says he used the overd... (2 pages)View decision -
Decision Reference DRN-5613166
6 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5613166 The complaint Miss D complains about the way in which Bank of Scotland plc handled a large number of chargeback requests in connection with payments to online gambling sites. She says too that the bank should have identified from the activity that she was a vulnerable custom... (3 pages)View decision -
Decision Reference DRN-5762617
10 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5762617 The complaint Mr S complains that Lendable Ltd trading as Zable (“Zable”) failed to pursue a chargeback. What happened On 1 March Mr S made a payment of £500.88 using his Zable credit card to an online gambling business I will call D. However, he noticed that the money was s... (3 pages)View decision -
Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision -
Decision Reference DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 pages)View decision -
Decision Reference DRN5321227
13 Nov 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss G complains that Barclays Bank UK Plc (trading as Barclaycard) charged excessive interest and charges to her account in relation to gambling transactions. She says Barclaycard hasn’t acted fairly and should’ve identified from her spending that she had a problem. backgroundMiss G has a... (3 pages)View decision