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 5830 results
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Decision Reference DRN-6048998
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6048998 The complaint Miss A complains that Monzo Bank Ltd (Monzo) failed to identify the compulsive gambling on her account. She thinks they should have intervened and prevented her from making the payments. What happened Miss A started gambling on her account in late 2024. She con... (2 pages)View decision -
Decision Reference DRN-5992424
27 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992424 The complaint Mr C is unhappy THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (‘RBS’) did not provide him with better support to prevent him from making gambling transactions through his bank account after he made them aware of his problem. What happened In March 2020 Mr C... (5 pages)View decision -
Decision Reference DRN-6079989
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6079989 The complaint Mr N complains that Barclays Bank UK PLC (Barclays, hereinafter) hasn’t refunded the losses he’s incurred when placing bets through an overseas gambling website, which he claims is a scam. What happened The facts are well known to both parties, so I have outl... (7 pages)View decision -
Decision Reference DRN-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-2884531
28 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2884531 The complaint Miss L complains that Monzo Bank Ltd (Monzo) allowed her to deposit transactions to a gambling company, despite having a gambling block on her account. What happened In September 2020 Miss L made several payments to a gambling merchant. She complained to Monzo as ... (3 pages)View decision -
Decision Reference DRN-2673480
30 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2673480 The complaint Mr K complained that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) did not contact him to offer help when he was using his credit card for gambling. What happened Mr K had a credit card through Barclaycard for many years. In around November 2017 Mr K... (2 pages)View decision -
Decision Reference DRN5139540
5 Jan 2018 MBNA Limited Not upheldBanking and creditMr H complains that MBNA Limited increased his credit limit at a time when it was aware of his gambling addiction. Mr H also complains that MBNA increased the interest rate on his account.backgroundMr H says that MBNA increased the credit limit on his account irr... (2 pages)View decision -
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-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-3604691
8 Sep 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3604691 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent him money on a credit card and failed to intervene when it saw he was spending considerable sums on gambling. What happened Mr M applied for a credit card with Sainsbury’s on 28 January 2018. Sainsbury’s ... (2 pages)View decision