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 4717 results
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Decision Reference DRN-5268830
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5268830 The complaint Mr S has complained that HSBC UK Bank Plc trading as first direct (“HSBC”) failed to contact him and offer support when he began gambling in a compulsive and harmful way. Background Mr S has explained that between 20 February 2024 and 8 March 2024 he gambled ap... (3 pages)View decision -
Decision Reference DRN8650749
18 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr R, who has a representative, complains that Barclays Bank UK Plc (Barclays) acted irresponsibly by increasing his credit card limit, and allowing him to use this for gambling.backgroundMr R has a Barclaycard credit card, which he got in 2011, with a credit limit of £2,000. This limit in... (3 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 pages)View decision -
Decision Reference DRN4857826
4 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (trading as Barclaycard) didn’t block his credit card after he’d notified it of his gambling addiction and this was irresponsible. As a result he used his credit card and spent £2,300 on gambling transactions which he’d like written off.backgroundIn... (3 pages)View decision -
Decision Reference DRN-4395907
11 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4395907 The complaint Mr S has complained that Lloyds Bank PLC acted irresponsibly when it allowed him to open a bank account with it and use it to gamble in a compulsive and problematic way. Background Mr S opened a personal current account with Lloyds in September 2022. Sadly, Mr S e... (4 pages)View decision -
Decision Reference DRN-4752697
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4752697 The complaint X complains that due to not being able to access their account with National Westminster Bank Plc online, they were unable to set up Apple Pay on their mobile phone and as a result gambled excessively. What happened X tells us that they had a problem with gambl... (3 pages)View decision -
Decision Reference DRN-4840062
3 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840062 The complaint Mr B complains Metro Bank PLC unfairly refused to refund a large sum of payments he says he didn’t make and closed his account. He also says he was treated insensitively. He wants his account reopened and the payments refunded. What happened Mr B held a current... (3 pages)View decision -
Decision Reference DRN-1552338
2 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-1552338 The complaint Mrs K is unhappy with how National Westminster Bank Plc treated her after she became overdrawn. What happened Mrs K held a number of current and a savings account with NatWest. In early June 2019, after an intense period of gambling which left Mrs K overdrawn by ... (5 pages)View decision -
Decision Reference DRN-5418024
23 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5418024 The complaint Mr M has complained Santander failed to identify him as a vulnerable consumer and offer him support. Background Mr M has a severe compulsive gambling addiction. He estimates his overall losses as being approximately £400,000. He says that from 2014 until 2024 h... (4 pages)View decision -
Decision Reference DRN-4523864
15 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4523864 The complaint Mr C has a number of complaints against Monzo Bank Ltd. He says Monzo: irresponsibly lent him a loan. Didn’t block gambling transactions even though he applied a gambling block to his account. Provided poor customer service in the way it handled his complaint. ... (3 pages)View decision
