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 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 -
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 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 DRN4857826
4 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (trading as Barclaycard) didn’t block his credit card after he’d notified it of his gambling addiction and this was irresponsible. As a result he used his credit card and spent £2,300 on gambling transactions which he’d like written off.backgroundIn... (3 pages)View decision -
Decision Reference DRN-4395907
11 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4395907 The complaint Mr S has complained that Lloyds Bank PLC acted irresponsibly when it allowed him to open a bank account with it and use it to gamble in a compulsive and problematic way. Background Mr S opened a personal current account with Lloyds in September 2022. Sadly, Mr S e... (4 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-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 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 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
