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-4495421
5 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4495421 The complaint Mr H complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) allowed him to gamble extensively and excessively to a gambling merchant on his credit card. What happened Mr H held a credit card with Tesco. In December 2017, he reduced the credit li... (4 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 -
Decision Reference DRN-4306410
23 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4306410 The complaint Mr B complains that Nationwide Building Society unfairly blocked and closed his account. He’s also unhappy that Nationwide didn’t offer him any help or support in relation to his gambling addiction. What happened Mr B had an account with Nationwide, which he’d op... (3 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-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-4659768
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4659768 The complaint Mr S is unhappy that TSB Bank plc didn’t inform him of all the options he had available when he made them aware of his gambling addiction while enquiring about applying gambling blocks to his account. What happened In September 2022, Mr S contacted TSB via their c... (7 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-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-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 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
