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-5449171
10 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5449171 The complaint In conclusion, banks are required to support customers as described above, but won’t be liable for their spending patterns and can’t stop customers making authorised debit payments for legitimate activities such as gambling. As a consequence, there remains a hi... (3 pages)View decision -
Decision Reference DRN-4907991
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4907991 The complaint Mr U complains that Barclays Bank UK PLC failed in its duty of care to protect him from gambling harms when his gambling was obviously problematic. What happened I sent the parties a provisional decision in April 2024, in which I set out the following backgroun... (7 pages)View decision -
Decision Reference DRN7410896
29 Jan 2019 Indigo Michael Limited Not upheldBanking and creditMr N complains that Indigo Michael Limited (trading as SafetyNet Credit) lent him money irresponsibly because they failed to conduct a proper affordability check before extending credit.backgroundIn March 2016 Mr N opened an account with SNC with a credit limit of £350... (2 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-2917674
4 Aug 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2917674 The complaint Mr B complains that MBNA Limited allowed him to make large credit card payments to gambling websites without intervening. What happened Mr B had a credit card account with MBNA. He also had a gambling addiction. In a single day in April 2019, he made seven payment... (3 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 -
Decision Reference DRN-4379388
10 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379388 The complaint Mr A complains about poor service from Monzo Bank Ltd when he requested blocks on transactions linked to his gambling addiction. He said this led him to spend £1,839 on a gambling platform. What happened I set out the background to Mr A’s complaint in my provision... (5 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision -
Decision Reference DRN-5735326
6 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735326 The complaint Mr Y complained that Santander UK Plc refused to refund gambling transactions, including some in a foreign currency, debited from his account while he had a gambling block turned on and international payments from his account were restricted. What happened Mr ... (3 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