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-5838826
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5838826 The complaint Mr B complains that Monzo Bank Ltd failed to pursue a chargeback and didn’t provide proper support. What happened In May 2025 Mr B deposited money with an online gambling company totalling in excess of £1,600. He had previously told Monzo he had a gambling addi... (3 pages)View decision -
Decision Reference DRN-4035707
4 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4035707 The complaint Mr I has complained that Metro Bank PLC failed to refund transactions he made to a gaming website which was acting illegally within the UK. What happened Mr I had a gaming account with an online casino that was based outside of the UK. Over the course of two month... (3 pages)View decision -
Decision Reference DRN-5803846
30 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5803846 The complaint Mr M complains that Santander UK Plc allowed him to carry on gambling despite being aware that he had a problem with gambling. He feels Santander failed its regulatory obligations and in its duty of care. What happened Mr M used his Santander account to gamble ... (3 pages)View decision -
Decision Reference DRN-5792462
24 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5792462 The complaint Mr C is unhappy with JP Morgan Europe Limited trading as Chase. Mr C said he warned Chase of his previous gambling addiction issues. He said Chase failed to act and didn’t put appropriate safeguards in place to prevent harm. Mr C said Chase allowed large sums ... (3 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-4337633
15 Dec 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4337633 The complaint Mr S is unhappy that Santander UK Plc didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail h... (3 pages)View decision -
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-5683835
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5683835 The complaint Mr T complains Nationwide Building Society (NBS) didn’t intervene to prevent him gambling and provided him with incorrect information about gambling blocks. What happened The circumstances of this complaint are well known by both parties, so I will not repeat ... (3 pages)View decision -
Decision Reference DRN-5592259
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592259 The complaint Mr S complains that Lloyds Bank PLC allowed him to make online gambling payments, and that it failed to support him or prevent further payments once it had been notified of his gambling problem. He complains that he has been mentally and financially affected du... (2 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