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-3429300
5 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3429300 The complaint Mr P complains that Barclays Bank UK PLC debited his account with a series of payments totalling approximately £8,000 which he says he didn’t make or otherwise authorise. What happened Between January and August 2020, a series of approximately 625 payments were ma... (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-5974820
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5974820 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background Mr B says he was the victim of a scam, during which he made multiple payments from his Revolut account to an online casino. In order to deposit funds into h... (2 pages)View decision -
Decision Reference DRN3100666
1 Mar 2021 DTW Associates Limited UpheldBanking and creditIn summary, Miss F has complained that DTW Associates Limited (DTW), trading as Auto Advance Logbook loan, provided her with three loans when she wasn’t able to afford them. background In January 2017 DTW provided Miss F with a loan for £1,880 repayable over 24 months. It was a high intere... (5 pages)View decision -
Decision Reference DRN-3081121
1 Oct 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3081121 The complaint Mr H and Mrs M complain about the way HSBC UK Bank Plc managed their account when they were experiencing financial difficulties. What happened Mr H and Mrs M have held a joint current account with HSBC for several years. They were previously managing their finance... (10 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 DRN6383682
20 Dec 2017 Barclays Bank Plc Not upheldBanking and creditMr D complains Barclays Bank Plc didn’t restrict and limit his spending on his current account to prevent him using his money for gambling. He thinks it could’ve done more to support him. And he thinks it shouldn’t have enabled him to gamble illegally whilst abroad.back... (3 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-5895208
25 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5895208 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to protect him from harm between April 2024 and July 2025. What happened Mr M has an account with Barclays. He’s told us that he has a gambling addiction and says he told Barclays this in 2020 and it placed a... (2 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