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-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-2333465
11 Nov 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2333465 The complaint Mr P has complained Barclays Bank UK PLC won’t refund transactions made using his debit card which he didn’t make. He’s also concerned about how they dealt with his complaint. What happened In November and December 2018 a number of gambling transactions were made ... (3 pages)View decision -
Decision Reference DRN-5865597
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5865597 The complaint Ms P complains that TSB Bank plc should have identified that she was using her current account for compulsive gambling and taken steps to protect and support her. What happened Ms P has had a bank account with TSB since 2017. She used the account mainly for ga... (2 pages)View decision -
Decision Reference DRN-3856993
14 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3856993 The complaint Mr S is unhappy that Santander UK Plc won’t refund him for transactions he says he didn’t authorise. What happened Between April and September 2021, there were 35 payments made from Mr S’ bank account to an online gambling company totalling £23,632. Mr S reported ... (4 pages)View decision -
Decision Reference DRN-3985455
2 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3985455 The complaint Mr Y has complained Santander UK plc won’t refund money spent on gambling transactions, which he believes should have been stopped. He’s upset that Santander blocked a credit a gambling company tried to make to his account. What happened After being out with frien... (3 pages)View decision -
Decision Reference DRN-5023213
11 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5023213 The complaint Miss B has complained Starling Bank Limited won’t refund numerous disputed card transactions in November 2023. What happened Miss B holds a current account with Starling, as well as other accounts. In December 2023 she complained to Starling that there were num... (3 pages)View decision -
Decision Reference DRN-5936993
7 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5936993 The complaint Mr W complains that ZILCH TECHNOLOGY LIMITED (‘Z’) did not dispute or block certain transactions for him. What happened The facts of this case are well known to both parties so I will only summarise them briefly. It reflects my role resolving disputes with mini... (4 pages)View decision -
Decision Reference DRN-5942082
11 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5942082 Complaint Mr B is unhappy with the compensation that Bank of Scotland plc (trading as “Halifax”) paid after it agreed that it unfairly provided him with an overdraft. Background In November 2011, Halifax provided Mr B with an overdraft on his current account. From what I’ve... (4 pages)View decision -
Decision Reference DRN6717586
3 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc lent him money irresponsibly when it should have realised that he had a gambling problem.backgroundIn May 2014 Bank of Scotland (trading as Halifax) approved a £500 overdraft limit for Mr W. He quickly increased this to £1,900 ... (2 pages)View decision -
Decision Reference DRN-4938066
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4938066 The complaint Mrs B complains that Nationwide Building Society didn’t take action when her activity changed significantly on her account, and she entered a period of compulsive spending and gambling. What happened Mrs B explained that due to the medication she was taking she... (4 pages)View decision