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 5125 results
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Decision Reference DRN5165633
23 Apr 2020 The Co-operative Bank Plc Not upheldBanking and creditMr I complains that The Co-operative Bank Plc let him down when it didn’t place a block on his account after he carried out a series of gambling transactions.Mr I wants The Co-op to refund the gambling transactions.backgroundMr I has a bank account with The Co-op. Over the course of one ev... (2 pages)View decision -
Decision Reference DRN-4463012
15 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4463012 The complaint Mr S complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of t... (3 pages)View decision -
Decision Reference DRN-5703744
25 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5703744 The complaint Mr T is unhappy with Wise Payments Limited trading as Wise. Mr T didn’t want to have an account any longer with Wise as he was using it to gamble. So, he asked Wise to close his account and stop him opening new ones. Mr T said after this he was still able to o... (4 pages)View decision -
Decision Reference DRN-5559406
16 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5559406 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. Mr B also complains that Virgin Money unfairly allowed him to use his credit card for gambling purposes and failed to provide a reas... (4 pages)View decision -
Decision Reference DRN-4162477
23 Jun 2023 Skrill Limited Not upheldBanking and PaymentsDRN-4162477 The complaint Mr O has complained that Skrill Limited allowed him to make multiple gambling transactions and that it failed to identify him as a vulnerable person with a gambling addiction. What happened Mr O opened his Skrill account in March 2011 and began making regular paym... (3 pages)View decision -
Decision Reference DRN8632849
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B complains because Lloyds Bank PLC says it won’t refund payments which were made from her Lloyds and Halifax accounts without her permission.backgroundIn August and September 2014 a large number of payments were made to three gambling websites from Miss B’s tw... (2 pages)View decision -
Decision Reference DRN-4406385
20 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4406385 The complaint Mr G is unhappy with the way NewDay Ltd treated him in relation to a chargeback dispute and concerns of fraud. What happened In April 2021, Mr G opened an account with a gambling website. Once Mr G uploaded funds to the account, he was given access to a range of d... (4 pages)View decision -
Decision Reference DRN-5191739
3 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5191739 The complaint Miss S complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care to her as a customer when she was unable to set up a block to prevent spending on gambling. What happened Miss S said that she had been trying unsuccessfully since 2020 to switc... (3 pages)View decision -
Decision Reference DRN-5166009
22 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5166009 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase, didn’t apply a gambling transaction block to his account. What happened Mr S contacted Chase on 10 February 2024 and complained that Chase had allowed him to undertake a series of gambling tran... (3 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision
