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
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Decision Reference DRN-3534988
9 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3534988 The complaint Mr Z has complained that National Westminster Bank Plc (NatWest) continued to allow him to place gambling transactions after he asked it to put a gambling block on is account. What happened Mr Z called NatWest on 11 December 2020 to notify it that he had a gamblin... (5 pages)View decision -
Decision Reference DRN-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision -
Decision Reference DRN7421887
8 Jun 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr C is unhappy that Tesco Personal Finance PLC has charged him fees and interest for payments he made to gambling companies using his credit card. backgroundEarly last year Tesco wrote to Mr C to advise him that, with effect from June, it would be changing some of ... (2 pages)View decision -
Decision Reference DRN-5748320
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748320 The complaint Mr G complains Lloyds Bank PLC didn’t support him when he told it he had a problem spending compulsively and then didn’t chargeback payments he asked it to. What happened Mr G complained to Lloyds on 2 March 2025, telling it he had a problem with gambling and... (3 pages)View decision -
Decision Reference DRN-4653120
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4653120 The complaint Mr W complains that Tesco Personal Finance PLC trading as Tesco Bank didn’t block payments made with his credit card to a gambling site. He wants the payments refunded along with interest. What happened Mr W received a text message from a gambling website on 30... (3 pages)View decision -
Decision Reference DRN5165633
23 Apr 2020 The Co-operative Bank Plc Not upheldBanking and creditMr I complains that The Co-operative Bank Plc let him down when it didn’t place a block on his account after he carried out a series of gambling transactions.Mr I wants The Co-op to refund the gambling transactions.backgroundMr I has a bank account with The Co-op. Over the course of one ev... (2 pages)View decision -
Decision Reference DRN-4765443
26 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4765443 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it provided him with a £8,000 loan in March 2023. Background Mr L is a compulsive gambler. In March 2023 he successfully applied for a £8,000 loan with NatWest online. He h... (3 pages)View decision -
Decision Reference DRN1338740
17 May 2016 Indigo Michael Limited UpheldBanking and creditMr M complains about loans he took out with Indigo Michael Limited T/as SafetyNetCredit. He believes he should never have been lent to as he couldn’t afford to repay the loans because of his existing commitments and gambling addiction. backgroundMr M borrowed £300 from S... (3 pages)View decision -
Decision Reference DRN-5744921
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5744921 The complaint Miss F complains that The Royal Bank of Scotland Plc failed to offer her support when she was spending compulsively and experiencing financial harm, and about the customer service she subsequently received. What happened In June 2024, Miss F made a number of p... (4 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision
