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 4717 results
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Decision Reference DRN-3814468
8 Feb 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3814468 The complaint Mr H complains that Capital One (Europe) plc removed a spend block on his account without his permission. What happened In July 2022 Mr H contacted Capital One regarding some transactions on his credit card account. He asked Capital One to block the transactions. ... (3 pages)View decision -
Decision Reference DRN-3337368
9 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3337368 The complaint Mr F complains that Monzo Bank Ltd failed to block gambling transactions on his account. What happened Mr F says he had asked Monzo to block gambling transactions from his account but says he was able to make numerous gambling transactions in 2021. He says he spen... (2 pages)View decision -
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 DRN5847907
8 Aug 2018 National Westminster Bank Plc UpheldBanking and creditMr S complains that National Westminster Bank Plc (NatWest) gave him an overdraft limit that was unaffordable and that they acted irresponsibly.backgroundMr S took out an overdraft with a limit of £7,500 with NatWest in August 2017, which he then increased to £11,000 ... (3 pages)View decision -
Decision Reference DRN-5268830
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5268830 The complaint Mr S has complained that HSBC UK Bank Plc trading as first direct (“HSBC”) failed to contact him and offer support when he began gambling in a compulsive and harmful way. Background Mr S has explained that between 20 February 2024 and 8 March 2024 he gambled ap... (3 pages)View decision -
Decision Reference DRN-3928470
6 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3928470 The complaint Mr K complains PayrNet Limited, trading as “Pockit”, blocked and later closed his account. He also complains Pockit hasn’t returned the funds it was holding. To keep things simple, I’ll refer mainly to “Pockit” in my decision. What happened In late April 2021, fol... (4 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 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-1552338
2 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-1552338 The complaint Mrs K is unhappy with how National Westminster Bank Plc treated her after she became overdrawn. What happened Mrs K held a number of current and a savings account with NatWest. In early June 2019, after an intense period of gambling which left Mrs K overdrawn by ... (5 pages)View decision -
Decision Reference DRN-5221747
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5221747 The complaint Mr M complains Barclays Bank UK PLC didn’t place a vulnerability marker on his account regarding his gambling addiction when he blocked his debit card from making gambling transactions. He states this meant Barclays didn’t follow its safeguarding process when h... (5 pages)View decision
