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 5830 results
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Decision Reference DRN-2917674
4 Aug 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2917674 The complaint Mr B complains that MBNA Limited allowed him to make large credit card payments to gambling websites without intervening. What happened Mr B had a credit card account with MBNA. He also had a gambling addiction. In a single day in April 2019, he made seven payment... (3 pages)View decision -
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 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-5735326
6 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735326 The complaint Mr Y complained that Santander UK Plc refused to refund gambling transactions, including some in a foreign currency, debited from his account while he had a gambling block turned on and international payments from his account were restricted. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision -
Decision Reference DRN-4828866
5 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828866 The complaint Mr F complains that HSBC UK Bank Plc should have noticed his spending and exercised a duty of care to intervene to help him with his gambling addiction. Mr F would like to be refunded £16,500 for funds he received in September 2020 and subsequently lost. What ... (3 pages)View decision -
Decision Reference DRN-3640199
10 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3640199 The complaint Mr K has complained that Barclays Bank UK PLC failed to adequately explain how a gambling block placed on his debit card worked, which ultimately led to him incurring substantial gambling related losses. What happened Mr K has a current account with Barclays which... (3 pages)View decision -
Decision Reference DRN-4840062
3 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840062 The complaint Mr B complains Metro Bank PLC unfairly refused to refund a large sum of payments he says he didn’t make and closed his account. He also says he was treated insensitively. He wants his account reopened and the payments refunded. What happened Mr B held a current... (3 pages)View decision -
Decision Reference DRN-6053104
4 Mar 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-6053104 The complaint Miss W has complained about Prepay Technologies Ltd’s (“Monese”) handling of her chargeback claims. Miss W says that Monese mis-categorised the reasons for the chargeback claims and this led to them being unsuccessful. Miss W is also unhappy with Monese’s deci... (3 pages)View decision