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 5125 results
-
Decision Reference DRN1768412
9 May 2017 Barclays Bank Plc Not upheldBanking and creditMrs S complains on behalf of her son Mr S that Barclays Bank PLC shouldn’t have let Mr S spend £9,064.31 from his account on gambling. She wants the money refunded.backgroundMrs S says she and her son had a meeting with Barclays in February 2016. She says this me... (3 pages)View decision -
Decision Reference DRN-5310911
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5310911 The complaint Miss B says Barclays Bank UK PLC (“Barclays”) should refund her for several transactions on her account as she feels it should’ve blocked these or raised them with her before allowing the payments to be processed. What happened The facts of this complaint are w... (4 pages)View decision -
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-3778920
6 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3778920 The complaint Mr M complains that Barclays Bank UK PLC has not refunded him for payments he says he did not authorise. What happened Mr M holds a current account with Barclays. Between 26 March 2020 and 19 June 2020 a series of payments were made from Mr M’s account to various ... (2 pages)View decision -
Decision Reference DRN-3534988
9 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3534988 The complaint Mr Z has complained that National Westminster Bank Plc (NatWest) continued to allow him to place gambling transactions after he asked it to put a gambling block on is account. What happened Mr Z called NatWest on 11 December 2020 to notify it that he had a gamblin... (5 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 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-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 -
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-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision
