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 5125 results
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Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 pages)View decision -
Decision Reference DRN-5586256
10 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5586256 The complaint Mrs L complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care towards her as a vulnerable customer when it failed to intervene when she was spending significant amounts gambling. What happened Mrs L was unhappy that Barclays hadn’t taken ac... (3 pages)View decision -
Decision Reference DRN-2817429
13 May 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2817429 The complaint Miss T is unhappy that Barclays Bank UK PLC has allowed her to spend in excess of £12,000 on gambling. What happened The circumstances that led to this complaint are well-understood by both parties. In summary, Miss T held a current account with Barclays and, betw... (4 pages)View decision -
Decision Reference DRN-5061384
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5061384 The complaint Mr S has complained that Monzo Bank Ltd failed to block gambling transactions from leaving his account despite having a gambling block in place at the time. Background Mr S has a bank account with Monzo. He has explained that he has a compulsive spending proble... (3 pages)View decision -
Decision Reference DRN-3882328
12 May 2023 Skrill Limited Not upheldBanking and PaymentsDRN-3882328 The complaint Mr R has complained that Skrill Limited allowed him to gamble online in a country where online gambling is largely prohibited. What happened Mr R lives in Norway and has explained that gambling is heavily restricted there and only specific licenced companies can p... (5 pages)View decision -
Decision Reference DRN-5905260
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905260 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to recognise and protect him from gambling related harm. What happened Mr M has a current account and a debit card with Barclays which he’s had since 2020. He has a credit card with Barclaycard too, but this ... (3 pages)View decision -
Decision Reference DRN-3708862
20 Sep 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3708862 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank increased the credit limit on his credit card without checking his ability to afford it, and that it took no action concerning his gambling. What happened Mr M’s credit card with Tesco was opened... (3 pages)View decision -
Decision Reference DRN-5150238
8 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5150238 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) allowed him to make gambling payments. What happened Mr B was a heavy gambler – by his own admission. He says he made payments from his Lloyds account totalling £6,000. He says these should not have been allowed as h... (2 pages)View decision
