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 5830 results
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Decision Reference DRN-4364704
15 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4364704 The complaint Mr J complains, via his solicitor, that HSBC UK Bank Plc didn’t stop transactions from his bank account to gambling operators despite signs of potential gambling addiction and financial difficulty. I have mostly referred to Mr J in this decision. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-6109277
21 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6109277 The complaint Mr B complains that Barclays Bank UK PLC allowed him to make multiple gambling transactions to an unlicensed gambling operator and failed to identify and protect him as a vulnerable person with an addiction. What happened The detailed background to this compla... (4 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 pages)View decision -
Decision Reference DRN-3722894
22 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3722894 The complaint Mr W complains that the block Barclays Bank UK PLC (“Barclays”) put on his account for gambling transactions was removed allowing him to gamble. What happened The circumstances that led to this complaint are well known by both parties. In summary Mr... (3 pages)View decision -
Decision Reference DRN-5360115
24 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5360115 The complaint Miss P complains about the lack of support she says she received from Lloyds Bank PLC in relation to her gambling condition. What happened Miss P holds a current account with Lloyds. In November 2024, she complained to Lloyds that it had allowed her to use her... (3 pages)View decision -
Decision Reference DRN-6234681
29 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6234681 The complaint Mr M complains that Clydesdale Bank Plc (trading as Virgin Money) did not close his credit card account when requested. What happened Mr M says he told Virgin Money he was struggling with a gambling addiction and asked why it allowed gambling transactions on h... (3 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-5972844
29 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5972844 The complaint Mr E complains Monzo Bank Ltd trading as Monzo failed to meaningfully intervene and provide support when he was gambling. What happened Mr E has told us he has a history of compulsive spending and problem gambling. In order to try to protect himself from harmfu... (4 pages)View decision -
Decision Reference DRN-5498407
23 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5498407 The complaint Miss T complains that Nationwide Building Society failed to provide sufficient support for her in respect of her problems with gambling, causing her to lose a lot of money. And that it applied an online block on her account which failed to block online gambling... (3 pages)View decision -
Decision Reference DRN-5974208
1 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5974208 The complaint Mr W complains that Monzo Bank Limited didn’t do enough to support him when he was gambling. What happened Mr W has a Monzo account. He complained to Monzo that he’d been able to gamble significant amounts of money (in the region of £10,000 over a period of abo... (4 pages)View decision