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-5379829
18 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5379829 The complaint Mr E has complained that J.P. Morgan Europe Limited trading as Chase didn’t help him recover his funds and refused to process a chargeback when he was a victim of a scam. What happened Mr E approached Chase in July 2024, asking it to process a chargeback reques... (4 pages)View decision -
Decision Reference DRN-5272525
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5272525 The complaint Mr H complains that Revolut Ltd didn’t stop payments going out of his account when he said he had problem gambling, that he’s lost thousands because of Revolut’s negligence and that Revolut won’t help him with chargebacks. What happened Mr H has an account with... (3 pages)View decision -
Decision Reference DRN-5843503
26 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5843503 The complaint Mr W complains that The Royal Bank of Scotland Plc (“RBS”) allowed him to spend a large amount of money using gambling websites without any intervention. What happened Around the start of December 2024, Mr W spent around £13,500 on gambling websites using his a... (4 pages)View decision -
Decision Reference DRN7157214
20 Nov 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr C complains that Tesco Personal Finance PLC has given him misleading information about gambling transactions fees.backgroundTesco put a Notice of Variation in Mr C’s April 2016 credit card statement which said that it was going to treat gambling transactions as cash... (2 pages)View decision -
Decision Reference DRN0574495
18 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr F complains that Barclays Bank UK PLC debited his account with a series of card payments totalling £2,800 which he says he didn’t make or otherwise authorise. £2,050 was refunded through the chargeback process, so the amount in dispute is now £750. backgroundBetween 29-30 September 2018... (2 pages)View decision -
Decision Reference DRN-4214217
16 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4214217 The complaint Mr B complains that Santander UK Plc did not do more to help him when he spent compulsively on his account in 2021. What happened Both parties are aware of the circumstances surrounding he complaint, so I won’t repeat them in detail here. In summary, Mr B made a s... (5 pages)View decision -
Decision Reference DRN-4685643
4 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4685643 The complaint Mr M complains that Monzo Bank Ltd failed to give him adequate support or customer service when he asked it to assist him concerning some gambling transactions he'd made on his account. What happened At the end of May 2023 Mr M contacted Monzo to ask it to re... (3 pages)View decision -
Decision Reference DRN-3628724
12 Sep 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3628724 The complaint Mr V complains that Barclays Bank UK PLC irresponsibly gave him a personal loan. What happened Mr V applied for a personal loan with Barclays in June 2019. The loan was for £9,600 over a 60 month term, with monthly repayments of around £260. The interest rate was ... (3 pages)View decision -
Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (3 pages)View decision -
Decision Reference DRN-5778019
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5778019 The complaint Miss M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly support her when she contacted it to let them know she had a gambling addiction. What happened Miss M has said that in February 2023 she activated a block... (3 pages)View decision
