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 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-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-1388800
11 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1388800The complaintMr A complains that Barclays Bank UK PLC (Barclays) allowed him to use his credit card to gamble with. He feels Barclays were guilty of irresponsible lending by giving him the card in the first instance and that they ought to have prevented him from gambling with th... (2 pages)View decision -
Decision Reference DRN-6089549
19 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6089549 The complaint Mr D has complained that National Westminster Bank Public Limited Company (NatWest) treated him unfairly when he started to gamble using his NatWest current account. What happened On 17 December 2024, Mr D began to use his NatWest current account to make gambli... (3 pages)View decision -
Decision Reference DRN6702751
4 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr M complains National Westminster Bank Plc won’t refund spending on a gambling website that he says he didn’t make.backgroundIn November 2015 Mr M contacted NatWest to query spending of over £900 made on (at least) one gambling website. The spending had happened b... (3 pages)View decision -
Decision Reference DRN-4409384
20 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4409384 The complaint Mr L complains that Barclays Bank UK PLC (“Barclays”) failed to pick up on unusual activity on his account and offer appropriate support for his spending on gambling which was due to a third party influencer/scammer. Mr L says this resulted in losses of approximat... (4 pages)View decision -
Decision Reference DRN-5980086
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5980086 The complaint Miss W has complained Revolut Ltd won’t refund disputed transactions made using her Revolut card and iPhone which she didn’t authorise. What happened In September 2025 Miss W contacted Revolut as she’d been the victim of a violent attack and home invasion. The ... (3 pages)View decision -
Decision Reference DRN-5889715
8 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5889715 The complaint Miss A complains that Lendable Ltd trading as Zable irresponsibly lent to her. What happened Miss A was approved for a Zable credit card in May 2024, with a £350 credit limit. Miss A says she had a Debt Management Plan (DMP) in place at the time. The credit lim... (4 pages)View decision -
Decision Reference DRN5759657
16 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc “NatWest” allowed him to use his overdraft facility on 21 and 22 August 2018 even though he had cancelled it during business hours on 21 August 2018. He feels that he shouldn’t have to repay the subsequent overdraft.b... (2 pages)View decision -
Decision Reference DRN-5494579
28 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5494579 The complaint Mr S complains that HSBC UK Bank Plc was irresponsible in its lending to him He wants all interest and charges he has paid refunded, and the loans removed from his credit file. What happened Mr S was provided with three loans by HSBC, the details of which are s... (4 pages)View decision