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 DRN-3354184
27 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3354184 The complaint Mr K complains Nationwide Building Society failed to offer him support to address his gambling, and they later froze an account and then closed all his accounts. What happened The facts below repeat much of what I said in my provisional decision. It is however nec... (5 pages)View decision -
Decision Reference DRN-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-4371818
7 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371818 The complaint Mr T has complained that Monzo Bank Ltd failed to provide him with adequate support despite being aware of his compulsive gambling problem. What happened Mr T says he opened a current account with Monzo in 2019 after he heard a representative from the bank speak a... (3 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN6502845
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr H complains Virgin Money plc acted irresponsibly when it allowed him to withdraw large sums of money from his credit card account to deposit at online gambling websites. Mr H is also thinks Virgin Money’s cash advance fee for gambling deposits is too high.backgro... (2 pages)View decision -
Decision Reference DRN-5566643
24 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5566643 The complaint Mr P complains about how J.P. Morgan Europe Limited trading as Chase (Chase) failed to monitor and prevent gambling transactions debiting his account. Accordingly, Mr P would like Chase to refund the transactions. What happened The details of this complaint are... (3 pages)View decision -
Decision Reference DRN-4349015
14 Sep 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4349015 The complaint Mr B complains that TSB Bank Plc treated him unfairly when it didn’t apply a gambling block to his account as requested. What happened Mr B held a current account with TSB. He says that the bank was aware that he suffered from a gambling addiction, but it didn’t h... (5 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision -
Decision Reference DRN-2198456
14 Oct 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2198456 The complaint Mr B’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to Halifax’s failure to block his account, at his request, in order to help him not gamble. What happened On the 6 September Halifax told Mr B they would, at his request, block his ca... (2 pages)View decision -
Decision Reference DRN4857826
4 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (trading as Barclaycard) didn’t block his credit card after he’d notified it of his gambling addiction and this was irresponsible. As a result he used his credit card and spent £2,300 on gambling transactions which he’d like written off.backgroundIn... (3 pages)View decision
