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 5117 results
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Decision Reference DRN-5497757
27 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5497757 The complaint Mr T complains about how Starling Bank Limited (Starling) failed to prevent gambling transactions debiting his account. Accordingly, Mr T would like Starling to refund the transactions, with interest. What happened The details of this case are well known to bot... (2 pages)View decision -
Decision Reference DRN-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision -
Decision Reference DRN-5407496
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407496 The complaint Mr M complains that Monzo Bank Ltd failed to assist him when he advised that he had a gambling problem, and in particular that it delayed in blocking a particular merchant. What happened Mr M has told us that he has a serious problem with a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-5134499
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5134499 The complaint Mr A complains Santander UK Plc didn’t restrict payments to cryptocurrency (crypto) exchanges Mr A used to fund gambling in early 2024. What happened Mr A said he spoke with Santander in Autumn 2023 and explained he had a problem with gambling at online crypto ... (4 pages)View decision -
Decision Reference DRN6502845
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr H complains Virgin Money plc acted irresponsibly when it allowed him to withdraw large sums of money from his credit card account to deposit at online gambling websites. Mr H is also thinks Virgin Money’s cash advance fee for gambling deposits is too high.backgro... (2 pages)View decision -
Decision Reference DRN-5566643
24 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5566643 The complaint Mr P complains about how J.P. Morgan Europe Limited trading as Chase (Chase) failed to monitor and prevent gambling transactions debiting his account. Accordingly, Mr P would like Chase to refund the transactions. What happened The details of this complaint are... (3 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-3502978
5 Aug 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3502978 The complaint Mr D and Miss R complain Nationwide Building Society failed to offer support to address Miss R’s mental wellbeing and gambling addiction. He said they didn’t block her debit card as they said they would. What happened Mr D said his partner while struggling with h... (3 pages)View decision -
Decision Reference DRN-5395763
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5395763 The complaint Mr M complains that despite having gambling block enabled on his account that Monzo Bank Ltd (“Monzo”) allowed five gambling transactions to go through in one day resulting in him losing £2,100. What happened Mr M has a gambling addiction and made Monzo aware ... (3 pages)View decision -
Decision Reference DRN-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (3 pages)View decision
