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 4777 results
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Decision Reference DRN-2924631
17 Sep 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2924631 The complaint and what happened Miss R complains the switch to off function on Barclays Bank UK PLC’s mobile app wasn’t sufficient to stop her gambling. Between September 2019 and September 2020 she was able to gamble over £11,000 (although she might have lost more before this)... (2 pages)View decision -
Decision Reference DRN-4560116
20 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4560116 The complaint Mr A is unhappy that TSB Bank 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 here.... (3 pages)View decision -
Decision Reference DRN3289695
5 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster Bank Plc (NatWest) irresponsibly gave him a loan of £5,000 when it knew he had a gambling addiction.backgroundMr T says NatWest persuaded him into taking out a loan in May 2017. He says he told NatWest’s advisor he was a gambl... (2 pages)View decision -
Decision Reference DRN8632849
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B complains because Lloyds Bank PLC says it won’t refund payments which were made from her Lloyds and Halifax accounts without her permission.backgroundIn August and September 2014 a large number of payments were made to three gambling websites from Miss B’s tw... (2 pages)View decision -
Decision Reference DRN-3789917
31 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3789917 The complaint Miss D complains that Santander UK Plc treated her unfairly by allowing her to make gambling transactions from her account. Miss D is represented throughout by her mother, Ms P. What happened Miss D had a current account with Santander. Ms P told us: In March 202... (3 pages)View decision -
Decision Reference DRN-4406385
20 Oct 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4406385 The complaint Mr G is unhappy with the way NewDay Ltd treated him in relation to a chargeback dispute and concerns of fraud. What happened In April 2021, Mr G opened an account with a gambling website. Once Mr G uploaded funds to the account, he was given access to a range of d... (4 pages)View decision -
Decision Reference DRN-5191739
3 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5191739 The complaint Miss S complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care to her as a customer when she was unable to set up a block to prevent spending on gambling. What happened Miss S said that she had been trying unsuccessfully since 2020 to switc... (3 pages)View decision -
Decision Reference DRN-1370569
21 Jan 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1370569The complaintMr A is unhappy HSBC UK Bank Plc (HSBC) allowed him to spend funds that would have taken him into an unarranged overdraft on his bank account. He feels HSBC shouldn't’t have allowed this. What happenedIn January 2019 Mr A made some deposits on a gambling websit... (4 pages)View decision -
Decision Reference DRN-5166009
22 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5166009 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase, didn’t apply a gambling transaction block to his account. What happened Mr S contacted Chase on 10 February 2024 and complained that Chase had allowed him to undertake a series of gambling tran... (3 pages)View decision -
Decision Reference DRN-4765443
26 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4765443 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it provided him with a £8,000 loan in March 2023. Background Mr L is a compulsive gambler. In March 2023 he successfully applied for a £8,000 loan with NatWest online. He h... (3 pages)View decision
