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-5842427
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5842427 The complaint Mr G complains that despite having a gambling block enabled on his account with Monzo Bank Ltd he was still able to continue to gamble. He said he set up a gambling block on his account a long time ago, but he recently noticed certain apps were changing their p... (4 pages)View decision -
Decision Reference DRN-5974028
25 Nov 2025 Loan.Co.UK Limited UpheldMortgagesDRN-5974028 The complaint Mrs A’s complaint is about the advice she received from LOAN.CO.UK LIMITED trading as Loan.co.uk in 2023 to take out a mortgage on her unencumbered home. She believes that the mortgage was mis-sold as she told Loan.co.uk that her bank statements would show gamb... (8 pages)View decision -
Decision Reference DRN-4069158
31 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4069158 The complaint Mr M is unhappy that Monzo Bank Ltd didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail her... (3 pages)View decision -
Decision Reference DRN-6221822
16 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6221822 The complaint Miss B complains that despite having gambling block in place on her account she was able to gamble and that Bank of Scotland plc trading as Halifax (“Halifax”) failed in its obligations to identify and support her as a vulnerable customer. What happened Miss B... (4 pages)View decision -
Decision Reference DRN-6276547
10 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6276547 The complaint Miss A complains that J.P. Morgan Europe Limited trading as Chase, failed to identify a gambling problem on her account, and failed to identify her or protect her as a vulnerable customer. Miss A further complains that Chase failed to put the relevant support i... (5 pages)View decision -
Decision Reference DRN-5321562
14 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321562 The complaint Mr H complains that National Westminster Bank Plc failed to recognise that he was spending excessive sums on gambling. And that its gambling block failed to block the payments he was making. And that it didn't offer him adequate support when he told it of ... (3 pages)View decision -
Decision Reference DRN-6081768
15 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6081768 The complaint Mr P is unhappy with Monzo Bank Ltd. Mr P said he is vulnerable to gambling harm and took serious steps to protect himself. Yet in August and September 2025 more than £12,000 left Mr P’s Monzo account and went to a merchant he could use for online gambling. W... (4 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 DRN5783817
12 Mar 2019 Everyday Lending Limited UpheldBanking and creditMr W complains that Everyday Lending Limited irresponsibly gave him a loan that was unaffordable.backgroundMr W borrowed money from Everyday Lending in January 2017. And says he complained to it in June 2017 that he was in financial difficulties and had a gambling problem.... (3 pages)View decision -
Decision Reference DRN-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 pages)View decision