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-4516953
15 Dec 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4516953 The complaint Ms M is unhappy that Revolut Ltd won’t refund money she lost to a scam. What happened Some years ago, Ms M had a gambling problem. She says it started due to an abusive relationship she was in as she was trying to win money to run away. She sought help from a cou... (10 pages)View decision -
Decision Reference DRN7683263
24 Oct 2017 National Westminster Bank Plc UpheldBanking and creditMrs F has complained National Westminster Bank Plc did little to help her when she told them fraudulent gambling transactions had been made from her account.backgroundMrs F noticed 38 gambling transactions had been made from her account over a couple of days in Februar... (2 pages)View decision -
Decision Reference DRN-5748649
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748649 The complaint Miss T complains that Monzo Bank Ltd (Monzo) failed to apply preventative measures to her bank account which allowed her to gamble over £3,000. As a resolution, she would like Monzo to take some responsibility by refunding the transactions. What happened For a... (3 pages)View decision -
Decision Reference DRN7259122
20 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc, trading as Halifax, did not do enough to help him when they were aware he had a gambling problem. In particular, they didn’t block all transactions to online gambling sites on his account when he asked.backgroundMr B has an... (2 pages)View decision -
Decision Reference DRN-5829705
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829705 The complaint Mr P is unhappy with National Westminster Bank PLC. He’s unhappy with the way NatWest acted between 26 July 2018 and 5 December 2018 around his gambling activity from his bank account. He said it should have noticed he was vulnerable. What happened Mr P said h... (3 pages)View decision -
Decision Reference DRN3705839
5 Jan 2016 TSB Bank plc Not upheldBanking and creditMr B complains TSB Bank Plc won’t refund a large amount of money that was taken from his account and used for gambling. He says he didn’t spend the money – or allow anybody else to do it for him. Mr B wants TSB to refund the money.backgroundMr B says he lost ... (2 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision -
Decision Reference DRN7286215
5 Feb 2020 NewDay Ltd Not upheldBanking and creditMr H complains that a loan from NewDay Limited, trading as Aqua, wasn’t affordable for him and that it shouldn’t have been made to him. He also complains that the credit limit increases on his credit card account with Aqua weren’t affordable for him and that it should’ve made more checks. ... (3 pages)View decision -
Decision Reference DRN-4792369
23 May 2024 Aro Finance Limited Not upheldMortgagesDRN-4792369 The complaint Mr and Mrs S complain that Aro Finance Limited – formerly Freedom Finance Limited – mis-sold them a secured loan (second charge mortgage). They say the advice it gave them to take out the loan was unsuitable given their circumstances. What happened Mr and Mrs S fi... (5 pages)View decision -
Decision Reference DRN6546106
2 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr S says Lloyds Bank PLC shouldn’t have lent him any money.backgroundMr S asked Lloyds for loans twice in early-2013 but the bank turned him down because it didn’t think he could afford the repayments. In April 2013 he asked again and got a £4,000 loan. He met the m... (4 pages)View decision