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-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision -
Decision Reference DRN-2817083
18 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2817083 The complaint Mr F complains that HSBC UK Bank Plc didn’t do more to limit the gambling transactions he made from his basic account. What happened In 2019 Mr F contacted HSBC to say he didn’t recognise a number of gambling transactions on his account. HSBC looked into the matte... (3 pages)View decision -
Decision Reference DRN-2455971
10 May 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2455971 The complaint Mr K is unhappy that National Westminster Bank Plc (“NatWest”) won’t refund some gambling transactions he says were made fraudulently on his account. What happened Mr K has told us that his debit card was used to make a series of unauthorised payments to two diffe... (3 pages)View decision -
Decision Reference DRN-6048322
10 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6048322 The complaint Mr S complains that J.P. Morgan Europe Limited trading as Chase failed to support him with his gambling addiction. What happened On 29 September 2025, Mr S contacted Chase through its chat facility to complain he’d lost several thousands of pounds from gambling... (4 pages)View decision -
Decision Reference DRN7410896
29 Jan 2019 Indigo Michael Limited Not upheldBanking and creditMr N complains that Indigo Michael Limited (trading as SafetyNet Credit) lent him money irresponsibly because they failed to conduct a proper affordability check before extending credit.backgroundIn March 2016 Mr N opened an account with SNC with a credit limit of £350... (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-6184194
26 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6184194 The complaint Mrs L complains that Nationwide Building Society should have intervened to prevent her from being able to make faster payments to a gambling company. What happened Mrs L complains about a series of faster payments she made from late 2023 to early 2024 to gambli... (5 pages)View decision -
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-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (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