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 4717 results
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Decision Reference DRN-4806566
9 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4806566 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft and granting him a credit card account. What happened Mr B was given an overdraft with his current account in April 2022 with an initial overdraft limit of £500. Th... (3 pages)View decision -
Decision Reference DRN6610917
1 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMiss G complains that Barclays Bank Plc is holding her responsible for gambling transactions made from her account and which she denies making or being responsible for. Miss G has been declined a refund of the value of the transactions.backgroundMiss G is disputing ... (3 pages)View decision -
Decision Reference DRN4155544
18 Dec 2017 HSBC Bank plc UpheldBanking and creditS, a limited company, complains that HSBC Bank Plc will not refund payments that were not authorised from its account.backgroundThe payments that are disputed were made using the company debit card held by the director. These were to two separate gambling businesses and w... (3 pages)View decision -
Decision Reference DRN-5505618
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505618 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when it provided him a £500 overdraft facility in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that... (4 pages)View decision -
Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-3140612
11 Feb 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3140612 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) won’t refund him for transactions to gambling companies he says he didn’t make or agree to. What happened Mr A holds a current account with Halifax. In July 2020 he paid a large sum in to this account f... (3 pages)View decision -
Decision Reference DRN-4546812
12 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546812 The complaint Mrs W complains that National Westminster Bank Plc (“NatWest”) refused to raise chargeback claims in respect of money held with two gambling merchants. She also complains that NatWest failed to offer her support as a vulnerable customer and sent her a letter about... (6 pages)View decision -
Decision Reference DRN-1944040
23 Mar 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1944040 The complaint Mr D complains that National Westminster Bank Plc won’t refund payments made from his account to an online gambling firm. He says he didn’t make the payments. What happened The background to this complaint is well-known to both parties, so I’ll only provide a brie... (3 pages)View decision -
Decision Reference DRN4908948
2 Sep 2019 Starling Bank Limited Not upheldBanking and creditMr Q is unhappy with the service he’s received from Starling Bank Limited (Starling) after opening a bank account. He’s also unhappy the account wasn’t closed when he asked for it to be.backgroundMr Q opened an account with Starling. He says he was attracted by its advertised features of b... (2 pages)View decision -
Decision Reference DRN1045870
3 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc acted irresponsibly in not applying restrictions on gambling transactions made from his accounts.backgroundMr D says that he made numerous requests to the bank for it to block gambling transactions that are attempted on his credit card account... (2 pages)View decision
