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 4944 results
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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-4516953
15 Dec 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4516953 The complaint Ms M is unhappy that Revolut Ltd won’t refund money she lost to a scam. What happened Some years ago, Ms M had a gambling problem. She says it started due to an abusive relationship she was in as she was trying to win money to run away. She sought help from a cou... (10 pages)View decision -
Decision Reference DRN-5400618
22 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5400618 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) should have stepped in and supported him when he was at his most vulnerable but instead treated him negligently. Mr C said he wants to be compensated as he’s been left in a very dark place... (5 pages)View decision -
Decision Reference DRN-5338604
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5338604 The complaint Mr M complains Lloyds Bank PLC should have done more to support him with his compulsive gambling by recognising an increase in gambling transactions and intervening. What happened Mr M explained he had what he described as a ‘serious gambling addiction’ between... (3 pages)View decision -
Decision Reference DRN-3362771
4 Aug 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3362771 The complaint Mr and Mrs H complain that Bank of Scotland plc (“BOS”) removed a block on gambling transactions from Mr H’s debit card without notice. They also complain that the block had failed to stop every gambling transaction made prior to that. What happened In response to... (3 pages)View decision -
Decision Reference DRN-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 pages)View decision -
Decision Reference DRN-3882328
12 May 2023 Skrill Limited Not upheldBanking and PaymentsDRN-3882328 The complaint Mr R has complained that Skrill Limited allowed him to gamble online in a country where online gambling is largely prohibited. What happened Mr R lives in Norway and has explained that gambling is heavily restricted there and only specific licenced companies can p... (5 pages)View decision -
Decision Reference DRN-2498018
26 Mar 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2498018 The complaint Mr W complained because Santander UK Plc refused to reimburse him for payments which he said he didn’t make. What happened On 5 June 2020, 18 payments to an online gambling firm were debited to Mr W’s Santander account between 15:26 and 15:44. These totalled £1,00... (3 pages)View decision -
Decision Reference DRN-5061384
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5061384 The complaint Mr S has complained that Monzo Bank Ltd failed to block gambling transactions from leaving his account despite having a gambling block in place at the time. Background Mr S has a bank account with Monzo. He has explained that he has a compulsive spending proble... (3 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
