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 4598 results
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Decision Reference DRN-4350205
2 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4350205 The complaint Miss T has complained that National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from leaving her account despite her having a gambling block in place. Background Miss T has explained that she contacted NatWest in 2020 by phone and asked i... (3 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 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-4828866
5 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828866 The complaint Mr F complains that HSBC UK Bank Plc should have noticed his spending and exercised a duty of care to intervene to help him with his gambling addiction. Mr F would like to be refunded £16,500 for funds he received in September 2020 and subsequently lost. What ... (3 pages)View decision -
Decision Reference DRN-4572354
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572354 The complaint Mr W complains that Monzo Bank Ltd let him gamble recklessly again and again and at least twice turned off the block he’d requested on gambling transactions when Monzo knew he had a gambling problem. He said he’s had no support from Monzo. What happened Mr W has s... (3 pages)View decision -
Decision Reference DRN-3563442
26 Sep 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3563442 The complaint Mr M is unhappy that TSB Bank plc didn’t take any action to stop the repeated transactions he made to companies involved with gambling from leaving his account. What happened Mr M has a gambling addiction, and over several years he transferred large amounts of mon... (2 pages)View decision -
Decision Reference DRN-3659880
14 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3659880 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard increased the credit limit on his credit card when he couldn’t afford the repayments. He also said that Barclays failed to take account of his gambling problems, though he used it for gambling. What h... (5 pages)View decision -
Decision Reference DRN-4020192
28 Mar 2023 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4020192 The complaint Mr C complains that JAJA FINANCE LTD (JAJA) allowed him to make gambling transactions using his credit card after he asked them not to allow these types of transactions. What happened Mr C says that since JAJA replaced his MasterCard with a Visa card, he has been ... (3 pages)View decision -
Decision Reference DRN-4825350
17 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4825350 The complaint Mr S is unhappy that Monzo Bank Ltd allowed him to make payments to gambling companies despite having a gambling block on his account. What happened Mr S has a gambling addiction and applied a gambling block to his Monzo account. The gambling block was supposed... (3 pages)View decision -
Decision Reference DRN-4590623
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4590623 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) failed to act on his request to limit the use of his debit card to ATM withdrawals which resulted in him being able to spend all his available funds on gambling sites. What happened Mr S has a problem ... (4 pages)View decision
