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-5957959
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5957959 The complaint Mr N complains about Monzo Bank Ltd’s actions after he asked it to raise chargebacks on transactions made using Monzo current account. What happened Mr N has a gambling addiction and placed a block on his Monzo current account to stop himself from making gambli... (5 pages)View decision -
Decision Reference DRN-3342541
15 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3342541 The complaint Mr A complains that National Westminster Bank Plc (NatWest) allowed three gambling transactions to go through on his account despite being aware of his gambling addiction and placing a block on his account. What happened In October 2021, Mr A visited a casino and ... (3 pages)View decision -
Decision Reference DRN-3928470
6 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3928470 The complaint Mr K complains PayrNet Limited, trading as “Pockit”, blocked and later closed his account. He also complains Pockit hasn’t returned the funds it was holding. To keep things simple, I’ll refer mainly to “Pockit” in my decision. What happened In late April 2021, fol... (4 pages)View decision -
Decision Reference DRN-2817083
18 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2817083 The complaint Mr F complains that HSBC UK Bank Plc didn’t do more to limit the gambling transactions he made from his basic account. What happened In 2019 Mr F contacted HSBC to say he didn’t recognise a number of gambling transactions on his account. HSBC looked into the matte... (3 pages)View decision -
Decision Reference DRN-4516953
15 Dec 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4516953 The complaint Ms M is unhappy that Revolut Ltd won’t refund money she lost to a scam. What happened Some years ago, Ms M had a gambling problem. She says it started due to an abusive relationship she was in as she was trying to win money to run away. She sought help from a cou... (10 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-2455971
10 May 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2455971 The complaint Mr K is unhappy that National Westminster Bank Plc (“NatWest”) won’t refund some gambling transactions he says were made fraudulently on his account. What happened Mr K has told us that his debit card was used to make a series of unauthorised payments to two diffe... (3 pages)View decision -
Decision Reference DRN-4210272
18 Oct 2023 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4210272 The complaint Mrs L complains that Zopa Bank Limited approved gambling transactions from her credit card. What happened Mrs L opened a credit card with Zopa in 2021. Mrs L has explained that since that time she has used her credit card for gambling purposes in addition to regul... (2 pages)View decision -
Decision Reference DRN-4556536
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4556536 The complaint Mr R is unhappy that Bank of Scotland trading as Halifax didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-4922065
23 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4922065 The complaint Miss F has complained that Barclays Bank UK PLC failed to pick up on problem gambling transactions. What happened Miss F has explained that she had a gambling addiction, which developed over time, and Barclays should reasonably have realised this, and not permi... (2 pages)View decision