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 5125 results
-
Decision Reference DRN-2844194
21 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2844194 The complaint Mr A complains that Lloyds Bank plc didn’t do enough to support him when he spent large amounts of money to fund a gambling habit. What happened Mr A opened a basic cash account with Lloyds in 2012. Around July 2019, he started using the account for gambling. His ... (5 pages)View decision -
Decision Reference DRN-5833520
25 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5833520 The complaint Ms F complains that Nationwide Building Society failed her in its duty of care by allowing her to gamble excessively causing financial and mental harm. She would like Nationwide to refund the gambling transactions and pay compensation. What happened From May 20... (3 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-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-4534904
2 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4534904 The complaint Mrs N complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to protect her as a vulnerable customer and failed to adequately protect her account, which resulted in her being able to spend significant amounts on gambling. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4548606
11 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4548606 The complaint Miss M complains that National Westminster Bank Plc failed to put a gambling block on her account when she requested it and as a result she was able to gamble and lost a considerable sum of money. What happened Miss M has a gambling addiction. She says that when s... (2 pages)View decision -
Decision Reference DRN-3814468
8 Feb 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3814468 The complaint Mr H complains that Capital One (Europe) plc removed a spend block on his account without his permission. What happened In July 2022 Mr H contacted Capital One regarding some transactions on his credit card account. He asked Capital One to block the transactions. ... (3 pages)View decision -
Decision Reference DRN-3337368
9 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3337368 The complaint Mr F complains that Monzo Bank Ltd failed to block gambling transactions on his account. What happened Mr F says he had asked Monzo to block gambling transactions from his account but says he was able to make numerous gambling transactions in 2021. He says he spen... (2 pages)View decision -
Decision Reference DRN8781365
27 Mar 2014 PayPal Sarl & Cie, SCA Not upheldBanking and creditMr D complains that PayPal Sarl & Cie, SCA (“PayPal”) closed his account. He was also unhappy that it reversed a payment in his account as it was subject to a chargeback.backgroundPayPal closed Mr D’s account with it as it said that he had violated its Acceptable Use Policy as he h... (1 page)View decision -
Decision Reference DRN-1944040
23 Mar 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1944040 The complaint Mr D complains that National Westminster Bank Plc won’t refund payments made from his account to an online gambling firm. He says he didn’t make the payments. What happened The background to this complaint is well-known to both parties, so I’ll only provide a brie... (3 pages)View decision
