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-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-4534904
2 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4534904 The complaint Mrs N complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to protect her as a vulnerable customer and failed to adequately protect her account, which resulted in her being able to spend significant amounts on gambling. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4767237
26 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4767237 The complaint Mrs D complains that National Westminster Bank Plc failed to support her or to take any action to prevent her from gambling. What happened Mrs D has told us that she has a gambling addiction she was unable to control. From February 2019 until April 2023 she opened... (3 pages)View decision -
Decision Reference DRN8781365
27 Mar 2014 PayPal Sarl & Cie, SCA Not upheldBanking and creditMr D complains that PayPal Sarl & Cie, SCA (“PayPal”) closed his account. He was also unhappy that it reversed a payment in his account as it was subject to a chargeback.backgroundPayPal closed Mr D’s account with it as it said that he had violated its Acceptable Use Policy as he h... (1 page)View decision -
Decision Reference DRN-3814468
8 Feb 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3814468 The complaint Mr H complains that Capital One (Europe) plc removed a spend block on his account without his permission. What happened In July 2022 Mr H contacted Capital One regarding some transactions on his credit card account. He asked Capital One to block the transactions. ... (3 pages)View decision -
Decision Reference DRN-3337368
9 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3337368 The complaint Mr F complains that Monzo Bank Ltd failed to block gambling transactions on his account. What happened Mr F says he had asked Monzo to block gambling transactions from his account but says he was able to make numerous gambling transactions in 2021. He says he spen... (2 pages)View decision -
Decision Reference DRN-3817971
8 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3817971 The complaint Mr J complains that Monzo Bank Ltd’s (“Monzo”) allowed him to close pots he had setup which resulted in a significant amount of money being moved around without restriction. Mr J is also unhappy that Monzo wasn’t able to recover a payment for an incorrect amount. ... (3 pages)View decision -
Decision Reference DRN-4035707
4 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4035707 The complaint Mr I has complained that Metro Bank PLC failed to refund transactions he made to a gaming website which was acting illegally within the UK. What happened Mr I had a gaming account with an online casino that was based outside of the UK. Over the course of two month... (3 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision
