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 5830 results
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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-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-6250679
31 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6250679 The complaint Mr A complains that TSB Bank plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 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-3384239
21 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3384239 The complaint Mr F complains Monzo Bank Limited didn’t apply its gambling block the way it said it would and that he gambled and lost money as a result. What happened Mr F has an account with Monzo Bank and, he says, a couple of other businesses. Monzo offers its customers the ... (4 pages)View decision -
Decision Reference DRN-5910811
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910811 The complaint Mr P complains that Monzo Bank Ltd allowed gambling transactions to be processed on his account via a third-party payment service, even though he had a gambling block in place. What happened Mr P had a gambling addiction and placed a gambling block on his Monzo... (5 pages)View decision -
Decision Reference DRN-6003182
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6003182 The complaint Mr R complains that Nationwide Building Society irresponsibly gave him an overdraft he couldn’t afford to repay. He also complains that despite having a gambling block in place on his current account he was able to carry out gambling transactions. What happened... (4 pages)View decision -
Decision Reference DRN-5992424
27 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992424 The complaint Mr C is unhappy THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (‘RBS’) did not provide him with better support to prevent him from making gambling transactions through his bank account after he made them aware of his problem. What happened In March 2020 Mr C... (5 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-2817429
13 May 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2817429 The complaint Miss T is unhappy that Barclays Bank UK PLC has allowed her to spend in excess of £12,000 on gambling. What happened The circumstances that led to this complaint are well-understood by both parties. In summary, Miss T held a current account with Barclays and, betw... (4 pages)View decision