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-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (3 pages)View decision -
Decision Reference DRN5139540
5 Jan 2018 MBNA Limited Not upheldBanking and creditMr H complains that MBNA Limited increased his credit limit at a time when it was aware of his gambling addiction. Mr H also complains that MBNA increased the interest rate on his account.backgroundMr H says that MBNA increased the credit limit on his account irr... (2 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-3604691
8 Sep 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3604691 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent him money on a credit card and failed to intervene when it saw he was spending considerable sums on gambling. What happened Mr M applied for a credit card with Sainsbury’s on 28 January 2018. Sainsbury’s ... (2 pages)View decision -
Decision Reference DRN-2673480
30 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2673480 The complaint Mr K complained that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) did not contact him to offer help when he was using his credit card for gambling. What happened Mr K had a credit card through Barclaycard for many years. In around November 2017 Mr K... (2 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-2274578
17 Feb 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2274578 The complaint Mr E complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of undelivered wine. What happened In October 2018, Mr E purchased wine from a merchant at a cost of £4500. He used his credit card for the transaction. He had m... (3 pages)View decision -
Decision Reference DRN-4065792
20 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4065792 The complaint Mr M complains that Bank of Scotland plc trading as Halifax did not stop all gambling transactions following a gambling freeze being placed on his account. What happened Mr M applied a gambling freeze to his Halifax account, that would stop all gambling transactio... (3 pages)View decision -
Decision Reference DRN-5037173
8 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5037173 The complaint Mrs J has complained that Santander UK Plc authorised gambling transactions via third party merchants. She believes Santander should have done more to support her when she was gambling in a compulsive and harmful way. Mrs J has complained about other gambling a... (3 pages)View decision -
Decision Reference DRN-5489113
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489113 The complaint Mr H complains that despite asking Monzo Bank Ltd to place a gambling block on his account, transactions were still permitted causing him financial harm. What happened Mr H holds an account with Monzo. In November 2024, he asked Monzo to place a block on gambli... (3 pages)View decision
