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 DRN-5749217
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749217 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) failed to support him as a vulnerable customer in that he was allowed to make gambling related transactions on his credit cards. What happened Mr H successfully applied for two credit cards with Lloyds in March 201... (3 pages)View decision -
Decision Reference DRN-5863170
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5863170 The complaint Mr F complains about how Santander UK Plc failed to prevent gambling transactions debiting his account. Accordingly, Mr F would like Santander to refund the transactions, and award compensation. What happened The details of this case are well known to both part... (3 pages)View decision -
Decision Reference DRN-5603503
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5603503 The complaint Mr J complains that Nationwide Building Society didn’t adequately support him with his gambling addiction. What happened Mr J previously complained to Nationwide in 2023. As part of that complaint, he told Nationwide he was on medication which left him unable t... (3 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision -
Decision Reference DRN-5807961
31 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5807961 The complaint Mr C complains PayPal UK Ltd allowed him to open multiple accounts and gamble, which led to significant losses and harm to Mr C. What happened Mr C opened numerous accounts with PayPal and made payments to gambling companies through these accounts. Mr C told... (5 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 pages)View decision -
Decision Reference DRN-5929155
5 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5929155 The complaint Mr C complains Monzo Bank Ltd didn’t do enough to prevent gambling transactions leaving his account. What happened Mr C held a current account with Monzo and since at least August 2023 had various gambling blocks applied to the account – which Mr C activated th... (8 pages)View decision
