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-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-5603503
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5603503 The complaint Mr J complains that Nationwide Building Society didn’t adequately support him with his gambling addiction. What happened Mr J previously complained to Nationwide in 2023. As part of that complaint, he told Nationwide he was on medication which left him unable t... (3 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 pages)View decision -
Decision Reference DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision -
Decision Reference DRN-5807961
31 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5807961 The complaint Mr C complains PayPal UK Ltd allowed him to open multiple accounts and gamble, which led to significant losses and harm to Mr C. What happened Mr C opened numerous accounts with PayPal and made payments to gambling companies through these accounts. Mr C told... (5 pages)View decision -
Decision Reference DRN-5379829
18 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5379829 The complaint Mr E has complained that J.P. Morgan Europe Limited trading as Chase didn’t help him recover his funds and refused to process a chargeback when he was a victim of a scam. What happened Mr E approached Chase in July 2024, asking it to process a chargeback reques... (4 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 -
Decision Reference DRN-5800176
12 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5800176 The complaint Mr Y complains that TSB Bank plc allowed him to make transactions to a website, which they said they had blocked. He would like a refund of the transactions after the block was meant to be in place, along with compensation. What happened Mr Y had a TSB current ... (3 pages)View decision