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 4703 results
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Decision Reference DRN-5272525
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5272525 The complaint Mr H complains that Revolut Ltd didn’t stop payments going out of his account when he said he had problem gambling, that he’s lost thousands because of Revolut’s negligence and that Revolut won’t help him with chargebacks. What happened Mr H has an account with... (3 pages)View decision -
Decision Reference DRN-4685643
4 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4685643 The complaint Mr M complains that Monzo Bank Ltd failed to give him adequate support or customer service when he asked it to assist him concerning some gambling transactions he'd made on his account. What happened At the end of May 2023 Mr M contacted Monzo to ask it to re... (3 pages)View decision -
Decision Reference DRN-2802101
22 Apr 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2802101 The complaint Mr G complains that Tesco Personal Finance PLC allowed gambling transactions to go through on his credit card. What happened In November 2020, Mr G used his credit card for two gambling transactions. The first transaction was made on 1 November 2020 for £35 and th... (2 pages)View decision -
Decision Reference DRN-3137876
27 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3137876 The complaint Mr M complains that although he told Barclays Bank UK PLC about his gambling addiction in early 2021, they did nothing to help him control his gambling. Mr M would like Barclays to refund his gambling transactions because, he says, if Barclays had helped him there... (3 pages)View decision -
Decision Reference DRN2968652
10 Sep 2021 Barclays Bank UK PLC Not upheldBanking and creditMiss K complains that Barclays Bank UK PLC won’t refund a number of transactions made out of her account that she says she didn’t make. background I sent Miss K and Barclays a provisional decision on 20 July 2021 to explain why I felt the offer Barclays had made to settle the complaint was... (4 pages)View decision -
Decision Reference DRN-3354184
27 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3354184 The complaint Mr K complains Nationwide Building Society failed to offer him support to address his gambling, and they later froze an account and then closed all his accounts. What happened The facts below repeat much of what I said in my provisional decision. It is however nec... (5 pages)View decision -
Decision Reference DRN-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision -
Decision Reference DRN7259122
20 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc, trading as Halifax, did not do enough to help him when they were aware he had a gambling problem. In particular, they didn’t block all transactions to online gambling sites on his account when he asked.backgroundMr B has an... (2 pages)View decision -
Decision Reference DRN-4337633
15 Dec 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4337633 The complaint Mr S is unhappy that Santander UK Plc didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail h... (3 pages)View decision -
Decision Reference DRN-2198456
14 Oct 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2198456 The complaint Mr B’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to Halifax’s failure to block his account, at his request, in order to help him not gamble. What happened On the 6 September Halifax told Mr B they would, at his request, block his ca... (2 pages)View decision
