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-5070600
12 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070600 The complaint Mr J has complained that Lloyds Bank PLC didn’t do enough to safeguard him when he was gambling high volumes with unregulated online casinos. Background Mr J has explained that between February and June 2024 he was placing high value bets with an online casino ... (3 pages)View decision -
Decision Reference DRN-5240245
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5240245 The complaint Mr W is unhappy that HSBC UK Bank Plc allowed him to spend a large sum of money in a short space of time on gambling websites. What happened In September 2024, Mr W received a large sum of money into his HSBC bank account. Shortly afterwards, Mr W made a large ... (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 DRN-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-3722894
22 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3722894 The complaint Mr W complains that the block Barclays Bank UK PLC (“Barclays”) put on his account for gambling transactions was removed allowing him to gamble. What happened The circumstances that led to this complaint are well known by both parties. In summary Mr... (3 pages)View decision -
Decision Reference DRN-4364704
15 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4364704 The complaint Mr J complains, via his solicitor, that HSBC UK Bank Plc didn’t stop transactions from his bank account to gambling operators despite signs of potential gambling addiction and financial difficulty. I have mostly referred to Mr J in this decision. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-3991631
22 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3991631 The complaint Mrs B complains that Santander UK Plc (“Santander”) lent to her irresponsibly and did nothing to support her despite informing it of her gambling problems and other vulnerabilities. What happened Mrs B held an account with Santander with an overdraft facility. Mrs... (4 pages)View decision -
Decision Reference DRN-5360115
24 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5360115 The complaint Miss P complains about the lack of support she says she received from Lloyds Bank PLC in relation to her gambling condition. What happened Miss P holds a current account with Lloyds. In November 2024, she complained to Lloyds that it had allowed her to use her... (3 pages)View decision -
Decision Reference DRN1860966
16 Feb 2017 Clydesdale Bank Plc Not upheldBanking and creditMr C complains that Clydesdale Bank Plc didn’t stop him using his credit card for gambling.backgroundMr C has had a credit card with the bank since 1987 and recently he has made use of it to spend significant sums gambling. In July 2016 he contacted the bank to compl... (2 pages)View decision -
Decision Reference DRN0588586
1 Oct 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK plc irresponsibly allowed him to increase his overdraft limit when it should have been clear it was unaffordable.backgroundMr R says he was given a £4,000 overdraft by Santander in 2017 that was both irresponsible and unaffordable. He says he used the overd... (2 pages)View decision
