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 DRN5847907
8 Aug 2018 National Westminster Bank Plc UpheldBanking and creditMr S complains that National Westminster Bank Plc (NatWest) gave him an overdraft limit that was unaffordable and that they acted irresponsibly.backgroundMr S took out an overdraft with a limit of £7,500 with NatWest in August 2017, which he then increased to £11,000 ... (3 pages)View decision -
Decision Reference DRN-4548606
11 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4548606 The complaint Miss M complains that National Westminster Bank Plc failed to put a gambling block on her account when she requested it and as a result she was able to gamble and lost a considerable sum of money. What happened Miss M has a gambling addiction. She says that when s... (2 pages)View decision -
Decision Reference DRN-5268830
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5268830 The complaint Mr S has complained that HSBC UK Bank Plc trading as first direct (“HSBC”) failed to contact him and offer support when he began gambling in a compulsive and harmful way. Background Mr S has explained that between 20 February 2024 and 8 March 2024 he gambled ap... (3 pages)View decision -
Decision Reference DRN-4018091
22 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4018091 The complaint Mr R complains that Barclays Bank UK PLC had technical issues with their mobile banking application that led him to lose over £24,000. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summ... (4 pages)View decision -
Decision Reference DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision -
Decision Reference DRN-3005385
22 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3005385 The complaint Mr and Mrs G complain that Bank of Scotland plc, trading as Halifax, allowed Mr G to spend thousands of pounds on gambling transactions from their joint account without notifying Mrs G. What happened Mr and Mrs G have a joint current account with Halifax. Mr G als... (4 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 pages)View decision -
Decision Reference DRN-3254613
14 Jan 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3254613 The complaint Mrs I has complained that TSB Bank plc failed to close her basic cash account when she asked it to in August 2019. Background Mrs I had a Basic Cash account with TSB which she opened in May 2019. Mrs I has told us that she is a gambling addict and that this has re... (5 pages)View decision -
Decision Reference DRN-5800176
12 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5800176 The complaint Mr Y complains that TSB Bank plc allowed him to make transactions to a website, which they said they had blocked. He would like a refund of the transactions after the block was meant to be in place, along with compensation. What happened Mr Y had a TSB current ... (3 pages)View decision -
Decision Reference DRN-5488795
2 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5488795 The complaint Mr B has complained that J.P. Morgan Europe Limited (trading as Chase) won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I’ll summarise what happened in br... (3 pages)View decision
