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-5221747
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5221747 The complaint Mr M complains Barclays Bank UK PLC didn’t place a vulnerability marker on his account regarding his gambling addiction when he blocked his debit card from making gambling transactions. He states this meant Barclays didn’t follow its safeguarding process when h... (5 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 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 DRN-3502978
5 Aug 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3502978 The complaint Mr D and Miss R complain Nationwide Building Society failed to offer support to address Miss R’s mental wellbeing and gambling addiction. He said they didn’t block her debit card as they said they would. What happened Mr D said his partner while struggling with h... (3 pages)View decision -
Decision Reference DRN-5929155
5 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5929155 The complaint Mr C complains Monzo Bank Ltd didn’t do enough to prevent gambling transactions leaving his account. What happened Mr C held a current account with Monzo and since at least August 2023 had various gambling blocks applied to the account – which Mr C activated th... (8 pages)View decision -
Decision Reference DRN-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (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-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (3 pages)View decision -
Decision Reference DRN-1562489
22 Jun 2020 Capital One (Europe) plc UpheldBanking and PaymentsThe complaint Miss H is unhappy with how Capital One (Europe) plc dealt with gambling transactions on her credit card. What happened In March 2019, a member of Miss H’s family used her credit card on a gambling website without her knowledge. As a result, Miss H went over her credit limit, ... (3 pages)View decision