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 4598 results
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Decision Reference DRN-4907991
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4907991 The complaint Mr U complains that Barclays Bank UK PLC failed in its duty of care to protect him from gambling harms when his gambling was obviously problematic. What happened I sent the parties a provisional decision in April 2024, in which I set out the following backgroun... (7 pages)View decision -
Decision Reference DRN5501173
1 Dec 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank PLC, trading as Barclaycard, won’t refund the interest and charges he has incurred for online deposits to a poker website made on his credit card.backgroundMr W says that he has made payments overtime for online poker but he didn’t... (2 pages)View decision -
Decision Reference DRN-4071858
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4071858 The complaint Mr G complains Monzo Bank Ltd has refused to refund gambling transactions debited from his account while he had a gambling block turned on. What happened Mr G has a current account with Monzo, and in late June 2022 he turned on the gambling block for his account. ... (3 pages)View decision -
Decision Reference DRN-2917674
4 Aug 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2917674 The complaint Mr B complains that MBNA Limited allowed him to make large credit card payments to gambling websites without intervening. What happened Mr B had a credit card account with MBNA. He also had a gambling addiction. In a single day in April 2019, he made seven payment... (3 pages)View decision -
Decision Reference DRN-4020192
28 Mar 2023 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4020192 The complaint Mr C complains that JAJA FINANCE LTD (JAJA) allowed him to make gambling transactions using his credit card after he asked them not to allow these types of transactions. What happened Mr C says that since JAJA replaced his MasterCard with a Visa card, he has been ... (3 pages)View decision -
Decision Reference DRN-3640199
10 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3640199 The complaint Mr K has complained that Barclays Bank UK PLC failed to adequately explain how a gambling block placed on his debit card worked, which ultimately led to him incurring substantial gambling related losses. What happened Mr K has a current account with Barclays which... (3 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 pages)View decision -
Decision Reference DRN-4590623
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4590623 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) failed to act on his request to limit the use of his debit card to ATM withdrawals which resulted in him being able to spend all his available funds on gambling sites. What happened Mr S has a problem ... (4 pages)View decision -
Decision Reference DRN-4380247
3 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4380247 The complaint Miss T has complained that National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from leaving her account despite her having a gambling block in place. Background Miss T has explained that she contacted NatWest in 2020 by phone and asked i... (3 pages)View decision -
Decision Reference DRN-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 pages)View decision
