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 5830 results
-
Decision Reference DRN-6055224
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055224 The complaint Mr T complains Santander UK Plc didn’t do enough to intervene in his compulsive spending. What happened Mr T was using his Santander account to gamble and says between September 2023 and June 2025 he spent over £12,000. Mr T says Santander didn’t intervene in... (3 pages)View decision -
Decision Reference DRN-4371818
7 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371818 The complaint Mr T has complained that Monzo Bank Ltd failed to provide him with adequate support despite being aware of his compulsive gambling problem. What happened Mr T says he opened a current account with Monzo in 2019 after he heard a representative from the bank speak a... (3 pages)View decision -
Decision Reference DRN-5669521
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5669521 The complaint Mr K is unhappy National Westminster Bank Public Limited Company (“NatWest”) didn’t pick up on or offer any support when he was gambling in a compulsive and problematic way. What happened In 2023 and 2024 Mr K submitted chargeback claims to NatWest regarding tr... (4 pages)View decision -
Decision Reference DRN-4349015
14 Sep 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4349015 The complaint Mr B complains that TSB Bank Plc treated him unfairly when it didn’t apply a gambling block to his account as requested. What happened Mr B held a current account with TSB. He says that the bank was aware that he suffered from a gambling addiction, but it didn’t h... (5 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision -
Decision Reference DRN2968652
10 Sep 2021 Barclays Bank UK PLC Not upheldBanking and creditMiss K complains that Barclays Bank UK PLC won’t refund a number of transactions made out of her account that she says she didn’t make. background I sent Miss K and Barclays a provisional decision on 20 July 2021 to explain why I felt the offer Barclays had made to settle the complaint was... (4 pages)View decision -
Decision Reference DRN-5488795
2 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5488795 The complaint Mr B has complained that J.P. Morgan Europe Limited (trading as Chase) won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I’ll summarise what happened in br... (3 pages)View decision -
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-6183635
26 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6183635 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (Halifax) will not refund him money he says he lost in a scam. What happened The circumstances surrounding Mr M’s complaint are well known to both parties, so I won’t repeat them in detail here. Instea... (3 pages)View decision -
Decision Reference DRN-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision