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 5297 results
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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 DRN-5800176
12 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5800176 The complaint Mr Y complains that TSB Bank plc allowed him to make transactions to a website, which they said they had blocked. He would like a refund of the transactions after the block was meant to be in place, along with compensation. What happened Mr Y had a TSB current ... (3 pages)View decision -
Decision Reference DRN-5719999
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5719999 The complaint Mr S complains that Santander UK Plc (Santander) was irresponsible in its management of his personal current account overdraft, as it failed to recognise that he was experiencing issues with problem gambling. What happened Mr S held a personal current account ... (4 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision -
Decision Reference DRN-3855908
10 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3855908 The complaint Mr M complains that National Westminster Bank Plc (“NatWest”) allowed him to use his funds for gambling. What happened Mr M contacted NatWest in 2016 and asked them to place a gambling block on his debit card. Despite this, he was able to make payments to a bettin... (4 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-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN-5514216
24 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514216 The complaint Mr K complains Lloyds Bank PLC offered him no support despite him gambling in excess of £80,000. What happened Mr K has been a customer of Lloyds Bank for many years. In 2022 Mr K complained to Lloyds Bank about his overdraft saying that it had lent to him irre... (3 pages)View decision -
Decision Reference DRN2436994
31 Oct 2013 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds TSB Bank Plc PLC lent irresponsibly to him after he informed the bank of his gambling problem. background The circumstances leading to this complaint were set out in my provisional decision dated 8 October 2013, a copy of which is attached and forms part of ... (5 pages)View decision -
Decision Reference DRN-4908628
15 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4908628 The complaint Mr J complains that Nationwide Building Society unfairly decided to close his account. He’s also unhappy that Nationwide didn’t intervene to stop him using his account to fund his gambling. What happened In May 2021, Nationwide wrote to Mr J explaining that it ... (4 pages)View decision
