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 5125 results
-
Decision Reference DRN-2198456
14 Oct 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2198456 The complaint Mr B’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to Halifax’s failure to block his account, at his request, in order to help him not gamble. What happened On the 6 September Halifax told Mr B they would, at his request, block his ca... (2 pages)View decision -
Decision Reference DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision -
Decision Reference DRN5321227
13 Nov 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss G complains that Barclays Bank UK Plc (trading as Barclaycard) charged excessive interest and charges to her account in relation to gambling transactions. She says Barclaycard hasn’t acted fairly and should’ve identified from her spending that she had a problem. backgroundMiss G has a... (3 pages)View decision -
Decision Reference DRN-3600825
29 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3600825 The complaint Miss R complained that TSB Bank plc (“TSB”) acted irresponsibly by providing her with an overdraft facility and increasing her overdraft limit. She is also unhappy TSB failed to cancel her debit card and send her a cash card as a replacement. She says this led to ... (3 pages)View decision -
Decision Reference DRN4857826
4 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (trading as Barclaycard) didn’t block his credit card after he’d notified it of his gambling addiction and this was irresponsible. As a result he used his credit card and spent £2,300 on gambling transactions which he’d like written off.backgroundIn... (3 pages)View decision -
Decision Reference DRN-4395907
11 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4395907 The complaint Mr S has complained that Lloyds Bank PLC acted irresponsibly when it allowed him to open a bank account with it and use it to gamble in a compulsive and problematic way. Background Mr S opened a personal current account with Lloyds in September 2022. Sadly, Mr S e... (4 pages)View decision -
Decision Reference DRN-2218297
17 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2218297 The complaint Mr P is unhappy with HSBC UK Bank Plc’s handling of his debit card fraud claim and its refusal to refund him for a series of disputed transactions he says he didn’t make. What happened Mr P contacted HSBC in May 2019 to report a series of gambling transactions ove... (3 pages)View decision -
Decision Reference DRN-5197149
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5197149 The complaint Mr M is unhappy that Monzo failed to raise a chargeback for him. Background Mr M approached Monzo in August 2024 asking it to process a chargeback request for him on a number of transactions relating to an online gambling website. Mr M said he believed the webs... (4 pages)View decision -
Decision Reference DRN-4840062
3 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840062 The complaint Mr B complains Metro Bank PLC unfairly refused to refund a large sum of payments he says he didn’t make and closed his account. He also says he was treated insensitively. He wants his account reopened and the payments refunded. What happened Mr B held a current... (3 pages)View decision -
Decision Reference DRN-4213776
29 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4213776 The complaint Mr R complains about Revolut Ltd. He says that Revolut should have stopped payments he made to a gambling website based in Sierra Leone and that Revolut should have used the chargeback facility to retrieve the funds after he was offered a refund as he wasn’t able ... (3 pages)View decision
