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 5830 results
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Decision Reference DRN-6003182
8 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6003182 The complaint Mr R complains that Nationwide Building Society irresponsibly gave him an overdraft he couldn’t afford to repay. He also complains that despite having a gambling block in place on his current account he was able to carry out gambling transactions. What happened... (4 pages)View decision -
Decision Reference DRN-6126720
24 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6126720 The complaint Mr Z complains that Revolut Ltd failed to support or protect him from clear and escalating signs of problem gambling that appeared in his account between 1 January 2024 and 14 November 2024. What happened In January 2024, Mr Z had an exchange with Revolut throu... (3 pages)View decision -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-2817429
13 May 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2817429 The complaint Miss T is unhappy that Barclays Bank UK PLC has allowed her to spend in excess of £12,000 on gambling. What happened The circumstances that led to this complaint are well-understood by both parties. In summary, Miss T held a current account with Barclays and, betw... (4 pages)View decision -
Decision Reference DRN-5586256
10 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5586256 The complaint Mrs L complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care towards her as a vulnerable customer when it failed to intervene when she was spending significant amounts gambling. What happened Mrs L was unhappy that Barclays hadn’t taken ac... (3 pages)View decision -
Decision Reference DRN-5397726
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5397726 The complaint Mr D complains that Monzo Bank Ltd (‘Monzo’) allowed gambling transactions to be made on his account and won’t refund them. What happened In February 2024, Mr D opened a Monzo account. Between 14 April and 22 May 2024 he made multiple payments through a paymen... (3 pages)View decision -
Decision Reference DRN-5338604
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5338604 The complaint Mr M complains Lloyds Bank PLC should have done more to support him with his compulsive gambling by recognising an increase in gambling transactions and intervening. What happened Mr M explained he had what he described as a ‘serious gambling addiction’ between... (3 pages)View decision -
Decision Reference DRN-6050984
28 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6050984 The complaint Miss C complains that Barclays Bank UK PLC trading as Tesco Bank refused to refund gambling payments. What happened In May 2025 Miss C used her Tesco Bank credit card to make almost 40 payments to an online gambling site. These transactions were between £50 and... (3 pages)View decision -
Decision Reference DRN-4560116
20 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4560116 The complaint Mr A is unhappy that TSB Bank plc didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here.... (3 pages)View decision -
Decision Reference DRN-5921842
22 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921842 The complaint Mr U complains that Barclays Bank UK PLC trading as Barclaycard didn’t do enough to stop his credit card being used for gambling transactions. What happened Mr U used his credit card to make multiple deposits to two different online gambling operators. He said... (4 pages)View decision