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
-
Decision Reference DRN-5709973
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709973 The complaint Miss M complains Revolut Ltd didn’t stop payments she made to third-party companies for gambling, despite having a gambling block on her account. What happened Miss M said she made multiple payments to third-party online gambling companies over a period of 12 m... (5 pages)View decision -
Decision Reference DRN-4556536
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4556536 The complaint Mr R is unhappy that Bank of Scotland trading as Halifax didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-4922065
23 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4922065 The complaint Miss F has complained that Barclays Bank UK PLC failed to pick up on problem gambling transactions. What happened Miss F has explained that she had a gambling addiction, which developed over time, and Barclays should reasonably have realised this, and not permi... (2 pages)View decision -
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 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 DRN-5655499
31 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655499 The complaint Mr K complains that Starling Bank Limited (“Starling”) didn’t raise chargebacks for him for transactions that took place on his account. What happened Mr K has said to us that he has a history of problem gambling. To protect himself from this, he placed a gambl... (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-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-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
