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 5118 results
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Decision Reference DRN-3817971
8 Dec 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3817971 The complaint Mr J complains that Monzo Bank Ltd’s (“Monzo”) allowed him to close pots he had setup which resulted in a significant amount of money being moved around without restriction. Mr J is also unhappy that Monzo wasn’t able to recover a payment for an incorrect amount. ... (3 pages)View decision -
Decision Reference DRN5689074
24 Jan 2020 Tandem Bank Limited Not upheldBanking and creditMr R has complained about Tandem Bank Limited and the charges they’ve applied to his credit card account after processing gambling transactions as cash advances.backgroundMr R made three gambling transactions on his tandem credit card account worth £1,000 each. These transactions were proc... (2 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN-3751305
21 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3751305 The complaint Mr N has complained Barclays Bank UK PLC won’t refund him transactions he didn’t make in October 2021. Barclays subsequently closed Mr N’s account. What happened Mr N had Covid in October 2021. He later noticed £1,300 worth of transactions to a gambling company he... (2 pages)View decision -
Decision Reference DRN-5338604
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5338604 The complaint Mr M complains Lloyds Bank PLC should have done more to support him with his compulsive gambling by recognising an increase in gambling transactions and intervening. What happened Mr M explained he had what he described as a ‘serious gambling addiction’ between... (3 pages)View decision -
Decision Reference DRN-5514632
21 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5514632 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase declined to refund money he thought he paid to a legitimate online casino which he says is a scam, as it doesn’t have a license to operate in the UK. Mr L is also unhappy with the service he received af... (4 pages)View decision -
Decision Reference DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 pages)View decision -
Decision Reference DRN-3687023
20 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3687023 The complaint Ms D complains Santander UK Plc (Santander) won’t refund transactions that she thought would be blocked. She asks that the transactions be refunded. What happened In October 2021, Ms D carried out a number of gambling transactions at a third-party establishment I ... (4 pages)View decision -
Decision Reference DRN1768412
9 May 2017 Barclays Bank Plc Not upheldBanking and creditMrs S complains on behalf of her son Mr S that Barclays Bank PLC shouldn’t have let Mr S spend £9,064.31 from his account on gambling. She wants the money refunded.backgroundMrs S says she and her son had a meeting with Barclays in February 2016. She says this me... (3 pages)View decision -
Decision Reference DRN-3778920
6 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3778920 The complaint Mr M complains that Barclays Bank UK PLC has not refunded him for payments he says he did not authorise. What happened Mr M holds a current account with Barclays. Between 26 March 2020 and 19 June 2020 a series of payments were made from Mr M’s account to various ... (2 pages)View decision
