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 4607 results
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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-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-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-3502978
5 Aug 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3502978 The complaint Mr D and Miss R complain Nationwide Building Society failed to offer support to address Miss R’s mental wellbeing and gambling addiction. He said they didn’t block her debit card as they said they would. What happened Mr D said his partner while struggling with h... (3 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-4214217
16 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4214217 The complaint Mr B complains that Santander UK Plc did not do more to help him when he spent compulsively on his account in 2021. What happened Both parties are aware of the circumstances surrounding he complaint, so I won’t repeat them in detail here. In summary, Mr B made a s... (5 pages)View decision -
Decision Reference DRN-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (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-1562489
22 Jun 2020 Capital One (Europe) plc UpheldBanking and PaymentsThe complaint Miss H is unhappy with how Capital One (Europe) plc dealt with gambling transactions on her credit card. What happened In March 2019, a member of Miss H’s family used her credit card on a gambling website without her knowledge. As a result, Miss H went over her credit limit, ... (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
