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
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Decision Reference DRN-6236874
24 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6236874 The complaint Mr O has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to identify, intervene, and provide support in response to clear and escalating signs of gambling-related spending on his account. Mr O says that this particularly bec... (3 pages)View decision -
Decision Reference DRN-5814029
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5814029 The complaint Mr W has complained that Revolut didn’t help him recover his funds and refused to process chargebacks when he was a victim of a scam. What happened Mr W has a bank account with Revolut. He contacted Revolut about gambling transactions he had made between Novemb... (4 pages)View decision -
Decision Reference DRN-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision -
Decision Reference DRN-5749217
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749217 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) failed to support him as a vulnerable customer in that he was allowed to make gambling related transactions on his credit cards. What happened Mr H successfully applied for two credit cards with Lloyds in March 201... (3 pages)View decision -
Decision Reference DRN-5706515
10 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5706515 The complaint Mr E complains that MBNA Limited won’t refund to him the payments that he made for some gambling transactions. What happened Mr E has an MBNA credit card and he had applied a gambling freeze to his account. He complained to MBNA in October 2024 that it had allo... (4 pages)View decision -
Decision Reference DRN-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision -
Decision Reference DRN-5863170
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5863170 The complaint Mr F complains about how Santander UK Plc failed to prevent gambling transactions debiting his account. Accordingly, Mr F would like Santander to refund the transactions, and award compensation. What happened The details of this case are well known to both part... (3 pages)View decision -
Decision Reference DRN-5910629
10 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5910629 The complaint Mr A complains that Starling Bank Limited failed to identify his gambling addiction and didn’t intervene to support him. Mr A also complains that Starling didn’t close his account when he asked it to. What happened Mr A held a current account with Starling whic... (4 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-5748649
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748649 The complaint Miss T complains that Monzo Bank Ltd (Monzo) failed to apply preventative measures to her bank account which allowed her to gamble over £3,000. As a resolution, she would like Monzo to take some responsibility by refunding the transactions. What happened For a... (3 pages)View decision