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 5333 results
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Decision Reference DRN-5637435
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5637435 The complaint Miss B says that she has a compulsive spending habit which sometimes causes her to spend in an excessive and harmful way. Miss B complains that this spending pattern ought to have been picked up by Monzo Bank Ltd (“Monzo”) and intervention and support offered a... (4 pages)View decision -
Decision Reference DRN-4768495
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768495 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund payments he says he made as part of a scam. He’s also unhappy with how NatWest has supported him regarding compulsive gambling. What happened Mr C holds a current account with NatWest. Be... (4 pages)View decision -
Decision Reference DRN-4069158
31 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4069158 The complaint Mr M is unhappy that Monzo Bank Ltd 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 her... (3 pages)View decision -
Decision Reference DRN-5607096
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5607096 The complaint Miss M has complained that Bank of Scotland plc trading as Halifax failed to process chargeback requests she made in relation to a number of disputed transactions. She also believes the bank failed to offer her sufficient support as a vulnerable consumer. Back... (4 pages)View decision -
Decision Reference DRN-5321562
14 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321562 The complaint Mr H complains that National Westminster Bank Plc failed to recognise that he was spending excessive sums on gambling. And that its gambling block failed to block the payments he was making. And that it didn't offer him adequate support when he told it of ... (3 pages)View decision -
Decision Reference DRN-4471132
16 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4471132 The complaint Ms M complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave her different information surrounding gambling blocks that were available to her and that she was able to easily remove blocks herself. Ms M feels the support given by Halifax isn’t suffi... (4 pages)View decision -
Decision Reference DRN-4828866
5 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828866 The complaint Mr F complains that HSBC UK Bank Plc should have noticed his spending and exercised a duty of care to intervene to help him with his gambling addiction. Mr F would like to be refunded £16,500 for funds he received in September 2020 and subsequently lost. What ... (3 pages)View decision -
Decision Reference DRN-5663774
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663774 The complaint Miss S complains that despite being aware of her problem gambling and having gambling block enabled on her account that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to contact her or intervene when large sums of money were withdrawn from ... (3 pages)View decision -
Decision Reference DRN5783817
12 Mar 2019 Everyday Lending Limited UpheldBanking and creditMr W complains that Everyday Lending Limited irresponsibly gave him a loan that was unaffordable.backgroundMr W borrowed money from Everyday Lending in January 2017. And says he complained to it in June 2017 that he was in financial difficulties and had a gambling problem.... (3 pages)View decision -
Decision Reference DRN-5428829
10 Jun 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5428829 The complaint Mr H is unhappy that Lendable Ltd, trading as Zable, allowed him to transfer money to gambling websites. What happened In March 2024, Mr H raised a complaint with Zable because he was unhappy that they had allowed him to transfer money from his Zable account to... (4 pages)View decision