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 DRN3705839
5 Jan 2016 TSB Bank plc Not upheldBanking and creditMr B complains TSB Bank Plc won’t refund a large amount of money that was taken from his account and used for gambling. He says he didn’t spend the money – or allow anybody else to do it for him. Mr B wants TSB to refund the money.backgroundMr B says he lost ... (2 pages)View decision -
Decision Reference DRN-5829705
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829705 The complaint Mr P is unhappy with National Westminster Bank PLC. He’s unhappy with the way NatWest acted between 26 July 2018 and 5 December 2018 around his gambling activity from his bank account. He said it should have noticed he was vulnerable. What happened Mr P said h... (3 pages)View decision -
Decision Reference DRN-3867052
20 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3867052 The complaint Mr D complains Lloyds Bank PLC increased his credit card limit even though he had a gambling problem. What happened Mr D held a credit card with Lloyds, which had a £6,750 credit limit. The limit was increased to £7,750 in November 2015, then to £8,250 in August 2... (3 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision -
Decision Reference DRN7286215
5 Feb 2020 NewDay Ltd Not upheldBanking and creditMr H complains that a loan from NewDay Limited, trading as Aqua, wasn’t affordable for him and that it shouldn’t have been made to him. He also complains that the credit limit increases on his credit card account with Aqua weren’t affordable for him and that it should’ve made more checks. ... (3 pages)View decision -
Decision Reference DRN-5792462
24 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5792462 The complaint Mr C is unhappy with JP Morgan Europe Limited trading as Chase. Mr C said he warned Chase of his previous gambling addiction issues. He said Chase failed to act and didn’t put appropriate safeguards in place to prevent harm. Mr C said Chase allowed large sums ... (3 pages)View decision -
Decision Reference DRN-4337633
15 Dec 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4337633 The complaint Mr S is unhappy that Santander UK 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 h... (3 pages)View decision -
Decision Reference DRN-5683835
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5683835 The complaint Mr T complains Nationwide Building Society (NBS) didn’t intervene to prevent him gambling and provided him with incorrect information about gambling blocks. What happened The circumstances of this complaint are well known by both parties, so I will not repeat ... (3 pages)View decision -
Decision Reference DRN-5592259
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592259 The complaint Mr S complains that Lloyds Bank PLC allowed him to make online gambling payments, and that it failed to support him or prevent further payments once it had been notified of his gambling problem. He complains that he has been mentally and financially affected du... (2 pages)View decision -
Decision Reference DRN-5793048
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793048 The complaint Mrs R complains that Bank of Scotland plc (“BoS”) acted irresponsibly by providing her with an overdraft facility and failed to take steps to stop her using her account for gambling transactions. What happened BoS agreed to give Mrs R an overdraft in May 2019 ... (2 pages)View decision
