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 DRN4908948
2 Sep 2019 Starling Bank Limited Not upheldBanking and creditMr Q is unhappy with the service he’s received from Starling Bank Limited (Starling) after opening a bank account. He’s also unhappy the account wasn’t closed when he asked for it to be.backgroundMr Q opened an account with Starling. He says he was attracted by its advertised features of b... (2 pages)View decision -
Decision Reference DRN-3189781
30 Nov 2021 Oplo HL Ltd Not upheldMortgagesDRN-3189781 The complaint Mr K and Mr K complain that 1st Stop Home Loans Limited (1st Stop) lent to them irresponsibly. What happened Mr K and Mr K are father and son – referred to here as Mr KS (senior - father) and Mr KJ (junior - son). They lived together, although the house was in the... (4 pages)View decision -
Decision Reference DRN-4506764
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4506764 The complaint Mr O has complained that Barclays Bank UK PLC failed to protect him when he was experiencing poor mental health and gambled £70,000 over a two-month period. Background Mr O suffers from serious mental health issues. In September 2018 he sold a property and deposit... (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 DRN8199204
27 Apr 2018 TSB Bank plc UpheldBanking and creditMiss M complains TSB Bank plc approved her multiple applications to increase her overdraft when it shouldn’t have done so.backgroundMiss M switched to a TSB current account in July 2017. TSB says it initially declined Miss M’s online applications for an overdraft facili... (3 pages)View decision -
Decision Reference DRN-5341916
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341916 The complaint Mr E complains that Nationwide Building Society failed to support him with his gambling addiction. What happened Mr E says that due to some very difficult personal circumstances, he began gambling to excess online in 2020 and that he sought help towards the end... (5 pages)View decision -
Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (3 pages)View decision -
Decision Reference DRN-4378712
22 Nov 2023 Santander UK Plc Not upheldConsumer CreditDRN-4378712 Complaint Mr S has complained about a personal loan Santander UK Plc (“Santander”) provided to him. He says that Santander lent to him even though it ought to have been apparent he would use the funds for gambling. Background Mr S has also separately complained about the adequa... (4 pages)View decision -
Decision Reference DRN-5652073
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652073 The complaint Mr O complains Revolut allowed him to make several transactions to a named gambling company on 2 January 2025, despite Revolut being aware of his compulsive gambling and having a gambling block in place. What happened Mr O explained he sadly suffers with compul... (3 pages)View decision -
Decision Reference DRN4116697
2 Oct 2013 Barclays Bank Plc UpheldBanking and creditMr R reported to Barclays Bank Plc a payment to a gambling website that he says he did not authorise. Mr R complains that Barclays has held him liable for it.backgroundThe circumstances leading to this complaint were set out in my provisional decision of August 2013, a copy of which is... (5 pages)View decision
