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-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 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 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-5936993
7 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5936993 The complaint Mr W complains that ZILCH TECHNOLOGY LIMITED (‘Z’) did not dispute or block certain transactions for him. What happened The facts of this case are well known to both parties so I will only summarise them briefly. It reflects my role resolving disputes with mini... (4 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-4258543
21 Jul 2023 Equals Money UK Limited Not upheldBanking and PaymentsDRN-4258543 The complaint Mr K is unhappy that Equals Money UK Limited trading as Card One Money (“COM”) won’t refund money he lost to a scam. What happened Mr K used his COM card to make a series of deposits with an online casino over six months totalling around £34,000. That casino wasn’... (3 pages)View decision -
Decision Reference DRN-5557300
9 Jul 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5557300 The complaint Mr H complains Trading 212 UK Limited (T212) failed in its duty of care towards him around his difficulties with gambling. What happened Mr H opened several trading accounts with T212; a general investment account in May 2020, a CFD account in November 2020 an... (4 pages)View decision