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 5333 results
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Decision Reference DRN-6052852
5 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6052852 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to fraudulent gambling websites. He says Lloyds has acted irresponsibly in allowing him to use his bank account to gamble in a compulsive and problematic way. What happened T... (4 pages)View decision -
Decision Reference DRN-5693210
4 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693210 The complaint Mr C complains The Royal Bank of Scotland Plc failed in its duty of care to him as its gambling block didn’t stop payments going to an overseas gambling website. What happened Mr C has an account with the Royal Bank of Scotland (“RBS”) and a credit card. Mr C s... (2 pages)View decision -
Decision Reference DRN-3254613
14 Jan 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3254613 The complaint Mrs I has complained that TSB Bank plc failed to close her basic cash account when she asked it to in August 2019. Background Mrs I had a Basic Cash account with TSB which she opened in May 2019. Mrs I has told us that she is a gambling addict and that this has re... (5 pages)View decision -
Decision Reference DRN-5042807
24 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5042807 The complaint Mr H complains that Revolut Ltd (“Revolut”) didn’t provide enough support to help him stop gambling. Mr H believes that Revolut should’ve done more as there were high levels of gambling transactions shown on his account. What happened In November 2023 through ... (4 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 DRN-5488795
2 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5488795 The complaint Mr B has complained that J.P. Morgan Europe Limited (trading as Chase) won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I’ll summarise what happened in br... (3 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-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-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision -
Decision Reference DRN-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision