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-3506353
30 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3506353 The complaint Mr P’s complaint is about Barclays Bank UK PLC (trading as Barclaycard) not refunding payments he made on an online casino website. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail... (3 pages)View decision -
Decision Reference DRN-4443965
8 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443965 The complaint Mr B complains that National Westminster Bank Plc (NatWest) failed to raise chargeback claims for payments he made to an online casino, preventing him from recovering them. He thinks NatWest should therefore refund him for the payments. What happened Around May 20... (6 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 -
Decision Reference DRN-3436173
1 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3436173 The complaint The estate of Mr C1 complains that Barclays Bank UK PLC failed in its duty of care to protect Mr C1 when it processed a number of gambling transactions on his behalf. Mr C1’s estate is represented by his son, Mr C2. What happened The facts of this case are well-kn... (4 pages)View decision -
Decision Reference DRN-5085106
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5085106 The complaint Mr L complains that Revolut Ltd (Revolut) failed to deal with his chargeback dispute fairly. What happened On 2 May 2024, Mr L paid $508.29 to a simulated trading platform who I’ll call T. He used his debit card with Revolut to pay for this transaction. Mr L la... (3 pages)View decision -
Decision Reference DRN-4972299
2 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4972299 Complaint Mr P complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he shouldn’t have been lent to. ... (4 pages)View decision -
Decision Reference DRN-5778018
26 Nov 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5778018 The complaint Miss K says Salad Finance Limited, trading as Salad Money, irresponsibly lent to her. What happened Miss K took out a £1,000 loan over 18 months from Salad Money on 19 January 2024. The monthly repayments were £85.11 and the total repayable was £1,527.11. Miss ... (2 pages)View decision -
Decision Reference DRN-5833987
21 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833987 The complaint Miss E had an account with Monzo Bank Ltd. She alerted Monzo to vulnerabilities she was facing and transactions she was disputing. Miss E is unhappy that Monzo hasn’t refunded the transactions, hasn’t supported her after she told it of her vulnerabilities, and ... (4 pages)View decision -
Decision Reference DRN-4350347
15 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4350347 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions he says he didn’t make from his account and that it failed to provide support after informing it of his gambling concerns. What happened The details of this complaint are well known to bo... (5 pages)View decision -
Decision Reference DRN-1794289
1 Jun 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1794289 The complaint Mr H complains that The Royal Bank of Scotland Plc won't refund a series of payments made on the same day to two different online gambling businesses. He says he neither made the payments himself nor authorised anyone else to do so. What happenedIn April 2019... (3 pages)View decision