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 4777 results
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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-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 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-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-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 -
Decision Reference DRN-3806792
13 Dec 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3806792 The complaint Mrs S complains Tesco Personal Finance PLC, trading as Tesco Bank lent to her irresponsibly. What happened Mrs S applied for a Tesco Bank credit card online in September 2017. Tesco Bank approved Mrs S’ application with a £3,200 credit limit. Mrs S transferred a £... (2 pages)View decision -
Decision Reference DRN-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN2436994
31 Oct 2013 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds TSB Bank Plc PLC lent irresponsibly to him after he informed the bank of his gambling problem. background The circumstances leading to this complaint were set out in my provisional decision dated 8 October 2013, a copy of which is attached and forms part of ... (5 pages)View decision -
Decision Reference DRN-5243132
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243132 The complaint Mr R complains that Barclays Bank UK PLC failed to alert him to the fact that he was spending a large amount of money on gambling following his receiving inheritance monies. What happened In December 2019 and again in November 2020, Mr R received a large capit... (3 pages)View decision -
Decision Reference DRN-4463012
15 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4463012 The complaint Mr S complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of t... (3 pages)View decision
