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-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-5634486
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634486 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft facility she says she couldn’t afford. What happened Miss C was given an overdraft with her Monzo account in September 2022. The overdraft limit was £2,000. ... (3 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 DRN-2884531
28 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2884531 The complaint Miss L complains that Monzo Bank Ltd (Monzo) allowed her to deposit transactions to a gambling company, despite having a gambling block on her account. What happened In September 2020 Miss L made several payments to a gambling merchant. She complained to Monzo as ... (3 pages)View decision -
Decision Reference DRN-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (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-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision -
Decision Reference DRN-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-2844194
21 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2844194 The complaint Mr A complains that Lloyds Bank plc didn’t do enough to support him when he spent large amounts of money to fund a gambling habit. What happened Mr A opened a basic cash account with Lloyds in 2012. Around July 2019, he started using the account for gambling. His ... (5 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
