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-2836379
28 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2836379 The complaint Mr B complains that Barclays Bank UK Plc (Barclays) sent him a new credit card after he’d informed it about his gambling problems. What happened I’ve already issued a provisional decision on this case, setting out the background and what I was minded to conclude: ... (5 pages)View decision -
Decision Reference DRN-4313125
25 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4313125 The complaint Mr A complains that Revolut Ltd didn’t apply an account block to prevent gambling transactions. What happened Mr A says he told Revolut to block any potential payments he made to a business I will call “M” on 29 March 2023. He says he made Revolut aware of his gam... (3 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 -
Decision Reference DRN-5921738
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921738 The complaint Mr W has complained about the way Barclays Bank UK PLC trading as Tesco Bank dealt with his claim for money back in relation to transactions made using his credit card. What happened The circumstances surrounding the complaint are well known to the parties so ... (3 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-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-6098568
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6098568 The complaint Mr C complains that Barclays Bank UK PLC was irresponsible in its lending to him. He wants a refund for the money he borrowed. Mr C is represented by a family member but for ease of reference I have referred to Mr C throughout this decision. What happened Mr C ... (5 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 DRN0809461
25 Oct 2017 TM Advances Limited Not upheldBanking and creditMr M complains that TM Advances Limited (“TM Advances”) gave him a loan which was unaffordable for him.backgroundIn March 2016 Mr M took a loan with TM Advances over a period of 60 months. On 4 July 2017 he complained to TM Advances as, he thought, he should never hav... (2 pages)View decision -
Decision Reference DRN-5743391
10 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5743391 The complaint Mr S complains J.P. Morgan Europe Limited, trading as Chase (“Chase”), refuse to refund or clawback a payment he made from his account because it relates to a gambling transaction. Mr S adds that the gambling company say he never made the payment of £1,200 whic... (2 pages)View decision