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-4770008
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4770008 The complaint Mr H complains that Barclays Bank UK Plc failed to block his transactions to a crypto currency firm that he was using to gamble, despite telling Barclays he had a gambling addiction. What happened I sent the parties a provisional decision in March 2024, in which I... (4 pages)View decision -
Decision Reference DRN-3778939
19 Jan 2023 Equifinance Limited Not upheldMortgagesDRN-3778939 The complaint Mr B’s complaint is that Equifinance Limited’s decision to lend to him was irresponsible. This is because it didn’t have concerns about the fact that he gambled at the time the application was approved, and it didn’t complete any further checks for changes in his ... (3 pages)View decision -
Decision Reference DRN-5497426
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5497426 The complaint Mr E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the outstanding balance on his loan written off, a refund of his gambling-related losses and compensation for the distress this situ... (4 pages)View decision -
Decision Reference DRN-5119424
1 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5119424 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) irresponsibly increased his credit limit because he was using the card to gamble. What happened Mr H opened an account with Barclaycard on 23 March 2015 with a £7,800 credit limit. He is ... (5 pages)View decision -
Decision Reference DRN-3644707
16 Sep 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3644707 The complaint Mr N complains that Vanquis Bank Limited irresponsibly gave him a credit card he couldn’t afford to repay. What happened In July 2019, Mr N applied for a credit card with Vanquis. His application was accepted and he was given a card with a credit limit of £1,000. ... (3 pages)View decision -
Decision Reference DRN-4567492
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4567492 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN9041248
17 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss S complains that Barclays Bank UK plc won’t refund a large number of payments made to online gambling businesses. She says she neither made them herself not authorised anyone else to make them. backgroundMiss S is disputing around 400 payments made to three gambling businesses betw... (2 pages)View decision -
Decision Reference DRN-3859842
15 Dec 2022 Progressive Money Limited UpheldConsumer CreditDRN-3859842 The complaint Mr L complains about a loan granted to him by Progressive Money Limited (“PML”). He says PML were irresponsible to have lent to him at that time. What happened PML agreed a loan for Mr L in October 2018. The loan was for £15,000 to be repaid in monthly instalments... (4 pages)View decision -
Decision Reference DRN-5834336
20 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5834336 The complaint Mrs W complains Revolut Ltd won’t reimburse money she lost when she fell victim to a gambling scam. What happened Mrs W transferred more than £11,000 to an online gambling website between circa January and June 2025. However, she says she discovered subsequent... (2 pages)View decision -
Decision Reference DRN-5622799
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5622799 The complaint Miss B complains about Lloyds Bank PLC (Lloyds), as she feels they should reimburse her for £11,320.18 that she paid to what she thought was an online gambling website on 27 and 28 March 2024 What happened Following the sale of her car, Miss B made three paymen... (4 pages)View decision