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 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 -
Decision Reference DRN-4605682
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4605682 The complaint Mr C complained because Nationwide Building Society refused to refund him for transactions he said he didn’t make. What happened On 5 December 2022, Mr C rang Nationwide. He said his phone had been hijacked by malware a few days earlier, and there were some paymen... (3 pages)View decision -
Decision Reference DRN-6182191
26 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6182191 The complaint Mr B complains Barclays Bank UK Plc didn’t do enough to prevent gambling transactions leaving his account. What happened Mr B held a current account with Barclays from 2014 until it was closed by the bank in March 2020. In January 2025, Mr B complained to Bar... (3 pages)View decision -
Decision Reference DRN0118092
12 Nov 2015 Hastings Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B complains that Hastings Insurance Services Ltd cancelled her car insurance policy after it found out she worked in a betting shop.backgroundMiss B took out the policy online. She gave her occupation as ‘assistant manager retailing’. Hastings cancelled the policy ... (2 pages)View decision -
Decision Reference DRN-3687023
20 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3687023 The complaint Ms D complains Santander UK Plc (Santander) won’t refund transactions that she thought would be blocked. She asks that the transactions be refunded. What happened In October 2021, Ms D carried out a number of gambling transactions at a third-party establishment I ... (4 pages)View decision -
Decision Reference DRN-5197149
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5197149 The complaint Mr M is unhappy that Monzo failed to raise a chargeback for him. Background Mr M approached Monzo in August 2024 asking it to process a chargeback request for him on a number of transactions relating to an online gambling website. Mr M said he believed the webs... (4 pages)View decision -
Decision Reference DRN1768412
9 May 2017 Barclays Bank Plc Not upheldBanking and creditMrs S complains on behalf of her son Mr S that Barclays Bank PLC shouldn’t have let Mr S spend £9,064.31 from his account on gambling. She wants the money refunded.backgroundMrs S says she and her son had a meeting with Barclays in February 2016. She says this me... (3 pages)View decision -
Decision Reference DRN-5973370
22 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5973370 The complaint Mrs G has complained that Kroo Bank Ltd failed to process chargeback requests she made in relation to a number of disputed transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 pages)View decision -
Decision Reference DRN-4406837
21 Nov 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4406837 The complaint Mr J complains that HSBC UK Bank Plc acted irresponsibly in lending him a personal loan. He thinks it should have realised he had a gambling addiction which meant the loan was unaffordable for him. What happened Mr J took out a personal loan with HSBC in March 201... (3 pages)View decision -
Decision Reference DRN-4213776
29 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4213776 The complaint Mr R complains about Revolut Ltd. He says that Revolut should have stopped payments he made to a gambling website based in Sierra Leone and that Revolut should have used the chargeback facility to retrieve the funds after he was offered a refund as he wasn’t able ... (3 pages)View decision