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-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-5111124
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5111124 The complaint Ms D has complained that Lloyds Bank PLC failed to offer her sufficient support when she started to gamble in an irrational and harmful way through her current account. Background Ms D has a current account with Lloyds. In September 2023 she added a gambling bl... (3 pages)View decision -
Decision Reference DRN-5749217
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749217 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) failed to support him as a vulnerable customer in that he was allowed to make gambling related transactions on his credit cards. What happened Mr H successfully applied for two credit cards with Lloyds in March 201... (3 pages)View decision -
Decision Reference DRN-5863170
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5863170 The complaint Mr F complains about how Santander UK Plc failed to prevent gambling transactions debiting his account. Accordingly, Mr F would like Santander to refund the transactions, and award compensation. What happened The details of this case are well known to both part... (3 pages)View decision -
Decision Reference DRN-5894979
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894979 The complaint Mr C complains that Monzo Bank Ltd failed to recover money he had paid to gambling sites and failed to protect him from gambling harm. What happened Mr C has told us he is addicted to gambling and in April 2023 he arranged to be excluded from access to gambling... (3 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-5432817
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5432817 The complaint Mr S complains that Revolut Ltd (Revolut) keep allowing him to open a current account, which enables him to gamble. He would like them to stop him from opening accounts, refund the money he has gambled since he made them aware he had a problem, and pay compensa... (3 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN-5744630
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5744630 The complaint Miss B is unhappy with Revolut Ltd. She said she contacted Revolut and informed it she was struggling with her mental health and despite this it allowed her to make large online bets. She said it authorised the payments even though she had already told it she w... (3 pages)View decision -
Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 pages)View decision