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-5979358
20 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5979358 The complaint Mrs M complains about the service and lack of support she received from Revolut Ltd (“Revolut”) when she informed it of her gambling addiction and asked it to permanently terminate her cards with it. What happened Mrs M holds a Revolut account and activated a g... (5 pages)View decision -
Decision Reference DRN-5303145
6 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5303145 The complaint Miss N has complained that Bank of Scotland plc trading as Halifax failed in its duty of care to stop her from gambling excessively from her account. Background Miss N has a bank account with Halifax. She has explained that in early 2021 she started to gamble i... (3 pages)View decision -
Decision Reference DRN-5864991
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864991 The complaint Mr W is unhappy with Revolut Ltd. Mr W said Revolut failed to protect him from significant financial harm from his compulsive gambling transactions. What happened During the early part of 2025 Mr W carried out numerous gambling transactions. He said he hadn’t... (3 pages)View decision -
Decision Reference DRN-3708862
20 Sep 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3708862 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank increased the credit limit on his credit card without checking his ability to afford it, and that it took no action concerning his gambling. What happened Mr M’s credit card with Tesco was opened... (3 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-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (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 -
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-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (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