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 4945 results
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Decision Reference DRN-3254613
14 Jan 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3254613 The complaint Mrs I has complained that TSB Bank plc failed to close her basic cash account when she asked it to in August 2019. Background Mrs I had a Basic Cash account with TSB which she opened in May 2019. Mrs I has told us that she is a gambling addict and that this has re... (5 pages)View decision -
Decision Reference DRN5101611
17 Mar 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK plc won’t refund cash transaction fees on payments he made to gambling websites using his credit card. He’d like it to refund fees of more than £900.backgroundMr G has used his Santander credit card to make payments to online gambling com... (2 pages)View decision -
Decision Reference DRN-4508933
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4508933 The complaint Mr R complains through his representative (“IC”) that he was a vulnerable customer with a gambling addiction and Nationwide Building Society (“Nationwide”) did nothing to provide support or help prevent the gambling transactions from taking place on his account. W... (3 pages)View decision -
Decision Reference DRN-4908628
15 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4908628 The complaint Mr J complains that Nationwide Building Society unfairly decided to close his account. He’s also unhappy that Nationwide didn’t intervene to stop him using his account to fund his gambling. What happened In May 2021, Nationwide wrote to Mr J explaining that it ... (4 pages)View decision -
Decision Reference DRN-5066477
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5066477 The complaint Mr M complains that Santander UK Plc failed in its duty of care towards him to warn about his gambling activity over the period from July 2023 to January 2024. He says he spent excessive sums gambling and Santander did not warn him or offer any support to him. ... (4 pages)View decision -
Decision Reference DRN-4589092
14 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4589092 The complaint Mr M complains that National Westminster Bank Plc (NatWest) did nothing to advise or assist him with his financial problems caused by gambling. What happened Mr M tells us that he suffered from a gambling addiction, going back to 2009 when he first had the account... (3 pages)View decision -
Decision Reference DRN-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision -
Decision Reference DRN-2802101
22 Apr 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2802101 The complaint Mr G complains that Tesco Personal Finance PLC allowed gambling transactions to go through on his credit card. What happened In November 2020, Mr G used his credit card for two gambling transactions. The first transaction was made on 1 November 2020 for £35 and th... (2 pages)View decision -
Decision Reference DRN-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision -
Decision Reference DRN-3137876
27 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3137876 The complaint Mr M complains that although he told Barclays Bank UK PLC about his gambling addiction in early 2021, they did nothing to help him control his gambling. Mr M would like Barclays to refund his gambling transactions because, he says, if Barclays had helped him there... (3 pages)View decision
