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 5795 results
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Decision Reference DRN-2936819
10 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2936819 The complaint Miss G has complained that NewDay Ltd hasn’t treated her fairly as a vulnerable consumer, and as a result she accrued more debt on her credit card account. What happened Miss G opened her account in March 2017, and between April and October 2019 Miss G says it was... (4 pages)View decision -
Decision Reference DRN-6187856
27 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6187856 The complaint Mr B complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost when he used a non-UK gambling site. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what happened. On 10 July 20... (5 pages)View decision -
Decision Reference DRN-3304667
28 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3304667 The complaint Mr W is unhappy Barclays Bank UK PLC (“Barclays”) haven’t refunded a series of transactions made from his current account which he says he didn’t make or otherwise authorise himself. What happened Mr W contacted Barclays in 2018 and 2019 to report a series of gamb... (6 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 DRN1045870
3 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc acted irresponsibly in not applying restrictions on gambling transactions made from his accounts.backgroundMr D says that he made numerous requests to the bank for it to block gambling transactions that are attempted on his credit card account... (2 pages)View decision -
Decision Reference DRN5922866
22 Apr 2020 Barclays Bank UK PLC Not upheldBanking and creditMr C is unhappy with the service Barclays Bank UK PLC, trading as Barclaycard, has given him in relation to his credit card account. He wants Barclays to compensate him for this. background The evidence in this case is detailed, running to several hundred pages of documents, all of which I... (4 pages)View decision -
Decision Reference DRN-5760450
13 Mar 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5760450 The complaint Mr K is unhappy Wise Payments Limited (‘Wise’) won’t reimburse him the money he lost when he fell victim to what he believes was an authorised push payment (‘APP’) scam. What happened The details and facts of this complaint are well-known to both parties, so I... (5 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 -
Decision Reference DRN-6106304
29 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6106304 The complaint Mrs B doesn’t think Bank of Scotland plc trading as Halifax did enough to help and support her with her gambling addiction. She thinks it’s systems and inaction led to her losing a significant sum of money and causing her unnecessary trouble and upset. She’d li... (3 pages)View decision -
Decision Reference DRN-4347376
2 Oct 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4347376 The complaint Ms D complained because The Co-operative Bank plc refused to refund her for gambling transactions which she said she didn’t authorise. What happened In July 2023, Ms D contacted the Co-op. She said there had been gambling transactions on her account which she hadn... (2 pages)View decision