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 5297 results
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Decision Reference DRN-4018091
22 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4018091 The complaint Mr R complains that Barclays Bank UK PLC had technical issues with their mobile banking application that led him to lose over £24,000. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summ... (4 pages)View decision -
Decision Reference DRN-3005385
22 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3005385 The complaint Mr and Mrs G complain that Bank of Scotland plc, trading as Halifax, allowed Mr G to spend thousands of pounds on gambling transactions from their joint account without notifying Mrs G. What happened Mr and Mrs G have a joint current account with Halifax. Mr G als... (4 pages)View decision -
Decision Reference DRN-3254613
14 Jan 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3254613 The complaint Mrs I has complained that TSB Bank plc failed to close her basic cash account when she asked it to in August 2019. Background Mrs I had a Basic Cash account with TSB which she opened in May 2019. Mrs I has told us that she is a gambling addict and that this has re... (5 pages)View decision -
Decision Reference DRN-5488795
2 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5488795 The complaint Mr B has complained that J.P. Morgan Europe Limited (trading as Chase) won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I’ll summarise what happened in br... (3 pages)View decision -
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 DRN3310855
5 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMs R is unhappy that Barclays Bank PLC offered her credit, even though it knew about her gambling problems. She also says Barclays didn’t help her when she asked it to.backgroundMs R has a current account with Barclays. She also had a credit card that she took out ... (2 pages)View decision -
Decision Reference DRN-5599317
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5599317 The complaint Mr C is unhappy with HSBC Bank UK Plc. Mr C said he has a gambling addiction and suffers with his mental health. He was left some inheritance money and spent all the money within a few days on gambling. He said the amounts being spent should have flagged with H... (3 pages)View decision -
Decision Reference DRN-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision -
Decision Reference DRN-3342541
15 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3342541 The complaint Mr A complains that National Westminster Bank Plc (NatWest) allowed three gambling transactions to go through on his account despite being aware of his gambling addiction and placing a block on his account. What happened In October 2021, Mr A visited a casino and ... (3 pages)View decision -
Decision Reference DRN-5720607
27 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5720607 The complaint Mr L complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) didn’t do enough to stop gambling payments leaving his account. What happened The circumstances of this complaint are well known to both parties, so I will just outline key events here. ... (3 pages)View decision
