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-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5970221
10 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5970221 The complaint Mr L complains that Nationwide Building Society failed to apply appropriate safeguarding measures to his account when it knew, or ought to have known, that he had a gambling problem. What happened Mr L has a basic account with Nationwide, which he opened in Oct... (3 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-6055224
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055224 The complaint Mr T complains Santander UK Plc didn’t do enough to intervene in his compulsive spending. What happened Mr T was using his Santander account to gamble and says between September 2023 and June 2025 he spent over £12,000. Mr T says Santander didn’t intervene in... (3 pages)View decision -
Decision Reference DRN-4371818
7 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371818 The complaint Mr T has complained that Monzo Bank Ltd failed to provide him with adequate support despite being aware of his compulsive gambling problem. What happened Mr T says he opened a current account with Monzo in 2019 after he heard a representative from the bank speak a... (3 pages)View decision -
Decision Reference DRN-3463754
22 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3463754 The complaint Mr R complains that TSB Bank PLC didn’t provide adequate support for him when he asked for help with his gambling problem and they then closed his account. What happened Mr R had a current account with TSB. In August 2021 there was a fraud alert on Mr R’s account... (3 pages)View decision -
Decision Reference DRN-4349015
14 Sep 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4349015 The complaint Mr B complains that TSB Bank Plc treated him unfairly when it didn’t apply a gambling block to his account as requested. What happened Mr B held a current account with TSB. He says that the bank was aware that he suffered from a gambling addiction, but it didn’t h... (5 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision -
Decision Reference DRN-6308165
22 Apr 2026 FORISGFS UK LIMITED Not upheldBanking and PaymentsDRN-6308165 The complaint Mr T complains about the way that FORISGFS UK Limited trading as Crypto.com (‘Crypto.com’) handled his claim for a refund. What happened Mr T has a Crypto.com account and his complaint is about transactions (the ‘transactions’) using his Crypto.com pre-paid Vis... (3 pages)View decision -
Decision Reference DRN-6241948
30 Mar 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6241948 The complaint Mr L complains that THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (RBS) failed to advise or intervene when he spent a large sum on gambling transactions What happened On 13 and 14 January 2026 Mr L says he spent over £9,500 (in fact just over £4,500) on gam... (3 pages)View decision