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
-
Decision Reference DRN-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision -
Decision Reference DRN-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (3 pages)View decision -
Decision Reference DRN6540852
12 Jan 2017 Santander UK Plc Not upheldBanking and creditMr C’s father complains on behalf of his son, that Santander UK Plc wrongly allowed him to use his mini 123 account to illegally gamble online. Mr C’s father says his son is underage, and that the bank should have been able to detect and prevent the illegal activi... (2 pages)View decision -
Decision Reference DRN-5833520
25 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5833520 The complaint Ms F complains that Nationwide Building Society failed her in its duty of care by allowing her to gamble excessively causing financial and mental harm. She would like Nationwide to refund the gambling transactions and pay compensation. What happened From May 20... (3 pages)View decision -
Decision Reference DRN-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-5407496
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407496 The complaint Mr M complains that Monzo Bank Ltd failed to assist him when he advised that he had a gambling problem, and in particular that it delayed in blocking a particular merchant. What happened Mr M has told us that he has a serious problem with a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-2844194
21 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2844194 The complaint Mr A complains that Lloyds Bank plc didn’t do enough to support him when he spent large amounts of money to fund a gambling habit. What happened Mr A opened a basic cash account with Lloyds in 2012. Around July 2019, he started using the account for gambling. His ... (5 pages)View decision -
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 DRN-4548606
11 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4548606 The complaint Miss M complains that National Westminster Bank Plc failed to put a gambling block on her account when she requested it and as a result she was able to gamble and lost a considerable sum of money. What happened Miss M has a gambling addiction. She says that when s... (2 pages)View decision -
Decision Reference DRN-5134499
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5134499 The complaint Mr A complains Santander UK Plc didn’t restrict payments to cryptocurrency (crypto) exchanges Mr A used to fund gambling in early 2024. What happened Mr A said he spoke with Santander in Autumn 2023 and explained he had a problem with gambling at online crypto ... (4 pages)View decision