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 5333 results
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Decision Reference DRN-5497757
27 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5497757 The complaint Mr T complains about how Starling Bank Limited (Starling) failed to prevent gambling transactions debiting his account. Accordingly, Mr T would like Starling to refund the transactions, with interest. What happened The details of this case are well known to bot... (2 pages)View decision -
Decision Reference DRN-5864991
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864991 The complaint Mr W is unhappy with Revolut Ltd. Mr W said Revolut failed to protect him from significant financial harm from his compulsive gambling transactions. What happened During the early part of 2025 Mr W carried out numerous gambling transactions. He said he hadn’t... (3 pages)View decision -
Decision Reference DRN-3708862
20 Sep 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3708862 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank increased the credit limit on his credit card without checking his ability to afford it, and that it took no action concerning his gambling. What happened Mr M’s credit card with Tesco was opened... (3 pages)View decision -
Decision Reference DRN-5303145
6 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5303145 The complaint Miss N has complained that Bank of Scotland plc trading as Halifax failed in its duty of care to stop her from gambling excessively from her account. Background Miss N has a bank account with Halifax. She has explained that in early 2021 she started to gamble i... (3 pages)View decision -
Decision Reference DRN-5418024
23 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5418024 The complaint Mr M has complained Santander failed to identify him as a vulnerable consumer and offer him support. Background Mr M has a severe compulsive gambling addiction. He estimates his overall losses as being approximately £400,000. He says that from 2014 until 2024 h... (4 pages)View decision -
Decision Reference DRN-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision -
Decision Reference DRN-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (3 pages)View decision -
Decision Reference DRN6540852
12 Jan 2017 Santander UK Plc Not upheldBanking and creditMr C’s father complains on behalf of his son, that Santander UK Plc wrongly allowed him to use his mini 123 account to illegally gamble online. Mr C’s father says his son is underage, and that the bank should have been able to detect and prevent the illegal activi... (2 pages)View decision -
Decision Reference DRN-5407496
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407496 The complaint Mr M complains that Monzo Bank Ltd failed to assist him when he advised that he had a gambling problem, and in particular that it delayed in blocking a particular merchant. What happened Mr M has told us that he has a serious problem with a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-3545940
10 Jan 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3545940 The complaint and what happened Mr A is unhappy Revolut Ltd refuses to refund six payments he thought he was making to a gambling platform. The circumstances that led to this complaint are well-known to both parties, so I won’t repeat them in detail. I’ll recap the key points, ... (3 pages)View decision