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-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (3 pages)View decision -
Decision Reference DRN0834729
8 Aug 2013 Spreadex Limited Not upheldInvestment and pensionsMr F has complained that Spreadex Limited failed to remove a credit limit from his account after he had made it clear that he had a gambling problem. The removal of the credit limit was one of the conditions Mr F wanted to be met if he was to repay the deficit on his account. Mr F... (4 pages)View decision -
Decision Reference DRN6540852
12 Jan 2017 Santander UK Plc Not upheldBanking and creditMr C’s father complains on behalf of his son, that Santander UK Plc wrongly allowed him to use his mini 123 account to illegally gamble online. Mr C’s father says his son is underage, and that the bank should have been able to detect and prevent the illegal activi... (2 pages)View decision -
Decision Reference DRN-5047698
1 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5047698 The complaint Mr B has complained that Barclays Bank UK PLC failed to safeguard him when he started to gamble compulsively during March 2020. Background Mr B is a vulnerable consumer and has a number of mental health issues, including a diagnosis of Bi-Polar. In March 2020,... (4 pages)View decision -
Decision Reference DRN-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (3 pages)View decision -
Decision Reference DRN-4529328
18 Jan 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4529328 The complaint Mr J has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with two high value personal loans in 2019. He also believes it has failed in its obligations to adequately support him as a vulnerable consumer. Background Mr J is a compulsive gam... (5 pages)View decision -
Decision Reference DRN-4321711
26 Mar 2024 Spreadex Limited Not upheldInvestmentsDRN-4321711 The complaint Mr L complains that Spreadex Limited failed to safeguard him against problem gambling. He’s also raised some more specific concerns about having to commit additional funds to place bets and accruing debt despite having a credit facility available to him. What happ... (4 pages)View decision -
Decision Reference DRN2533197
8 Jan 2020 Santander UK Plc Not upheldBanking and creditMr W is unhappy that Santander UK Plc did not block his card from being used at a specific gambling company. As a result, he spent £10,200. Mr W wants Santander to refund this money as he thinks he should have been protected when he asked for his card to be blocked a few months earlier. ba... (4 pages)View decision -
Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision -
Decision Reference DRN-5710209
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710209 The complaint Mr D complains that Barclays Bank UK PLC allowed him to continue gambling through his current account despite having applied a gambling block online. There was a second part to this complaint raised with Barclays relating to customer service and the handling of... (3 pages)View decision
