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 4777 results
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Decision Reference DRN8632849
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B complains because Lloyds Bank PLC says it won’t refund payments which were made from her Lloyds and Halifax accounts without her permission.backgroundIn August and September 2014 a large number of payments were made to three gambling websites from Miss B’s tw... (2 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision -
Decision Reference DRN-1994712
12 Apr 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-1994712 The complaint Miss K complains that Barclays Bank UK PLC acted irresponsibly when it provided loans to her. What happened Miss K had a current account with Barclays. She says that during the period between 2015 – 2017 Barclays provided her with five different loans. She says th... (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-4406385
20 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4406385 The complaint Mr G is unhappy with the way NewDay Ltd treated him in relation to a chargeback dispute and concerns of fraud. What happened In April 2021, Mr G opened an account with a gambling website. Once Mr G uploaded funds to the account, he was given access to a range of d... (4 pages)View decision -
Decision Reference DRN7683263
24 Oct 2017 National Westminster Bank Plc UpheldBanking and creditMrs F has complained National Westminster Bank Plc did little to help her when she told them fraudulent gambling transactions had been made from her account.backgroundMrs F noticed 38 gambling transactions had been made from her account over a couple of days in Februar... (2 pages)View decision -
Decision Reference DRN-5191739
3 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5191739 The complaint Miss S complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care to her as a customer when she was unable to set up a block to prevent spending on gambling. What happened Miss S said that she had been trying unsuccessfully since 2020 to switc... (3 pages)View decision -
Decision Reference DRN-1370569
21 Jan 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1370569The complaintMr A is unhappy HSBC UK Bank Plc (HSBC) allowed him to spend funds that would have taken him into an unarranged overdraft on his bank account. He feels HSBC shouldn't’t have allowed this. What happenedIn January 2019 Mr A made some deposits on a gambling websit... (4 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-5166009
22 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5166009 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase, didn’t apply a gambling transaction block to his account. What happened Mr S contacted Chase on 10 February 2024 and complained that Chase had allowed him to undertake a series of gambling tran... (3 pages)View decision
