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-5030897
6 Dec 2024 Skrill Limited UpheldBanking and PaymentsDRN-5030897 The complaint Mr A complains Skrill Limited (“Skrill”) didn’t close his account when he asked them to and told them he had a gambling problem. What happened Mr A has held an account with Skrill since 2018. He told us he asked Skrill to close his account on a number of occasi... (3 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-4425860
1 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4425860 The complaint Mr F complains Starling Bank Limited didn’t do check he was OK or to stop him when he gambled tens of thousands of pounds in a single month. What happened Mr F had an account with Starling Bank in 2018. He has Autism and Asperger’s. Mr F complained to Starling Ban... (2 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-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 DRN7410896
29 Jan 2019 Indigo Michael Limited Not upheldBanking and creditMr N complains that Indigo Michael Limited (trading as SafetyNet Credit) lent him money irresponsibly because they failed to conduct a proper affordability check before extending credit.backgroundIn March 2016 Mr N opened an account with SNC with a credit limit of £350... (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-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (3 pages)View decision -
Decision Reference DRN-2274578
17 Feb 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2274578 The complaint Mr E complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of undelivered wine. What happened In October 2018, Mr E purchased wine from a merchant at a cost of £4500. He used his credit card for the transaction. He had m... (3 pages)View decision