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-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision -
Decision Reference DRN-5407496
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407496 The complaint Mr M complains that Monzo Bank Ltd failed to assist him when he advised that he had a gambling problem, and in particular that it delayed in blocking a particular merchant. What happened Mr M has told us that he has a serious problem with a gambling addiction. ... (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-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-5134499
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5134499 The complaint Mr A complains Santander UK Plc didn’t restrict payments to cryptocurrency (crypto) exchanges Mr A used to fund gambling in early 2024. What happened Mr A said he spoke with Santander in Autumn 2023 and explained he had a problem with gambling at online crypto ... (4 pages)View decision -
Decision Reference DRN-3789917
31 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3789917 The complaint Miss D complains that Santander UK Plc treated her unfairly by allowing her to make gambling transactions from her account. Miss D is represented throughout by her mother, Ms P. What happened Miss D had a current account with Santander. Ms P told us: In March 202... (3 pages)View decision -
Decision Reference DRN-6299681
28 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6299681 The complaint Mr B complains that despite Santander UK Plc (“Santander”) being aware of his gambling addiction and having his account restricted gambling payments were able to leave his account through an online process linked to a gambling website. What happened On 24 Septe... (4 pages)View decision -
Decision Reference DRN-5599317
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5599317 The complaint Mr C is unhappy with HSBC Bank UK Plc. Mr C said he has a gambling addiction and suffers with his mental health. He was left some inheritance money and spent all the money within a few days on gambling. He said the amounts being spent should have flagged with H... (3 pages)View decision -
Decision Reference DRN3310855
5 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMs R is unhappy that Barclays Bank PLC offered her credit, even though it knew about her gambling problems. She also says Barclays didn’t help her when she asked it to.backgroundMs R has a current account with Barclays. She also had a credit card that she took out ... (2 pages)View decision -
Decision Reference DRN-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision