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-6147682
24 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6147682 The complaint Mr R has complained that Monzo Bank Ltd (“Monzo”) blocked a payment he attempted to make on 5 December 2025. What happened Mr R attempted to make a payment for £745, via open banking, from his Monzo account on 5 December 2025. However, despite attempting to mak... (2 pages)View decision -
Decision Reference DRN-6236563
19 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6236563 The complaint Mrs K complains that Barclays Bank UK PLC didn’t respond properly and treat her fairly following changes in her current account usage. What happened Mrs K held a Barclays current account which also had an agreed overdraft facility attached to it. Mrs K has said... (5 pages)View decision -
Decision Reference DRN-6006670
12 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-6006670 The complaint Mr S complained that Revolut Ltd refused to refund gambling transactions debited from his account during the week after he was told his account was blocked for 7 days. What happened Mr S held a current account with Revolut. In June 2025, Revolut proactively ap... (6 pages)View decision -
Decision Reference DRN-5748320
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748320 The complaint Mr G complains Lloyds Bank PLC didn’t support him when he told it he had a problem spending compulsively and then didn’t chargeback payments he asked it to. What happened Mr G complained to Lloyds on 2 March 2025, telling it he had a problem with gambling and... (3 pages)View decision -
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-5843503
26 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5843503 The complaint Mr W complains that The Royal Bank of Scotland Plc (“RBS”) allowed him to spend a large amount of money using gambling websites without any intervention. What happened Around the start of December 2024, Mr W spent around £13,500 on gambling websites using his a... (4 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-4765443
26 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4765443 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it provided him with a £8,000 loan in March 2023. Background Mr L is a compulsive gambler. In March 2023 he successfully applied for a £8,000 loan with NatWest online. He h... (3 pages)View decision