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 5297 results
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Decision Reference DRN-5310911
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5310911 The complaint Miss B says Barclays Bank UK PLC (“Barclays”) should refund her for several transactions on her account as she feels it should’ve blocked these or raised them with her before allowing the payments to be processed. What happened The facts of this complaint are w... (4 pages)View decision -
Decision Reference DRN-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision -
Decision Reference DRN-2748482
3 May 2021 Nationwide Building Society Not upheldConsumer CreditDRN-2748482 The complaint Mr W complains that Nationwide Building Society irresponsibly lent money to him. What happened Mr W says he applied for and was given a Nationwide loan for over £24,000 in 2017. He says that lending was irresponsible and the loan unaffordable due to his gambling p... (2 pages)View decision -
Decision Reference DRN-3534988
9 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3534988 The complaint Mr Z has complained that National Westminster Bank Plc (NatWest) continued to allow him to place gambling transactions after he asked it to put a gambling block on is account. What happened Mr Z called NatWest on 11 December 2020 to notify it that he had a gamblin... (5 pages)View decision -
Decision Reference DRN-4531422
31 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4531422 The complaint Mr W complains that TSB Bank plc failed to notice that he was spending large sums on gambling and failed to offer him support or advice. What happened Mr W has had an account with TSB since 2017. In July 2023 he complained to TSB that, as a recovering gambling add... (2 pages)View decision -
Decision Reference DRN-4502344
8 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4502344 The complaint Mr A has complained Nationwide Building Society did little to help him when he asked them to apply a gambling block to his card in May 2023. What happened Mr A called Nationwide in May 2023 to ask them to apply a gambling block to his transactions. Their systems w... (3 pages)View decision -
Decision Reference DRN5165633
23 Apr 2020 The Co-operative Bank Plc Not upheldBanking and creditMr I complains that The Co-operative Bank Plc let him down when it didn’t place a block on his account after he carried out a series of gambling transactions.Mr I wants The Co-op to refund the gambling transactions.backgroundMr I has a bank account with The Co-op. Over the course of one ev... (2 pages)View decision -
Decision Reference DRN-4653120
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4653120 The complaint Mr W complains that Tesco Personal Finance PLC trading as Tesco Bank didn’t block payments made with his credit card to a gambling site. He wants the payments refunded along with interest. What happened Mr W received a text message from a gambling website on 30... (3 pages)View decision -
Decision Reference DRN-5161711
21 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5161711 The complaint Mr M has complained that Nationwide Building Society failed to apply a gambling block to his account when he asked it to. Background Mr M contacted Nationwide via its web chat service on 25 June 2024. In the chat he disclosed he was struggling financially and w... (3 pages)View decision -
Decision Reference DRN-2924631
17 Sep 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2924631 The complaint and what happened Miss R complains the switch to off function on Barclays Bank UK PLC’s mobile app wasn’t sufficient to stop her gambling. Between September 2019 and September 2020 she was able to gamble over £11,000 (although she might have lost more before this)... (2 pages)View decision
