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 5830 results
-
Decision Reference DRN-5744630
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5744630 The complaint Miss B is unhappy with Revolut Ltd. She said she contacted Revolut and informed it she was struggling with her mental health and despite this it allowed her to make large online bets. She said it authorised the payments even though she had already told it she w... (3 pages)View decision -
Decision Reference DRN-5432817
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5432817 The complaint Mr S complains that Revolut Ltd (Revolut) keep allowing him to open a current account, which enables him to gamble. He would like them to stop him from opening accounts, refund the money he has gambled since he made them aware he had a problem, and pay compensa... (3 pages)View decision -
Decision Reference DRN6502845
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr H complains Virgin Money plc acted irresponsibly when it allowed him to withdraw large sums of money from his credit card account to deposit at online gambling websites. Mr H is also thinks Virgin Money’s cash advance fee for gambling deposits is too high.backgro... (2 pages)View decision -
Decision Reference DRN-5566643
24 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5566643 The complaint Mr P complains about how J.P. Morgan Europe Limited trading as Chase (Chase) failed to monitor and prevent gambling transactions debiting his account. Accordingly, Mr P would like Chase to refund the transactions. What happened The details of this complaint are... (3 pages)View decision -
Decision Reference DRN-6048998
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6048998 The complaint Miss A complains that Monzo Bank Ltd (Monzo) failed to identify the compulsive gambling on her account. She thinks they should have intervened and prevented her from making the payments. What happened Miss A started gambling on her account in late 2024. She con... (2 pages)View decision -
Decision Reference DRN-3502978
5 Aug 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3502978 The complaint Mr D and Miss R complain Nationwide Building Society failed to offer support to address Miss R’s mental wellbeing and gambling addiction. He said they didn’t block her debit card as they said they would. What happened Mr D said his partner while struggling with h... (3 pages)View decision -
Decision Reference DRN-2898028
8 Sep 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2898028 The complaint Mr P complains that Clydesdale Bank Plc trading as Yorkshire Bank should have monitored his account more closely to prevent him from entering a cycle of debt due to gambling transactions. What happened Our investigator’s background summary covered all the relevant... (2 pages)View decision -
Decision Reference DRN-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (3 pages)View decision -
Decision Reference DRN-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-1562489
22 Jun 2020 Capital One (Europe) plc UpheldBanking and PaymentsThe complaint Miss H is unhappy with how Capital One (Europe) plc dealt with gambling transactions on her credit card. What happened In March 2019, a member of Miss H’s family used her credit card on a gambling website without her knowledge. As a result, Miss H went over her credit limit, ... (3 pages)View decision