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-3354184
27 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3354184 The complaint Mr K complains Nationwide Building Society failed to offer him support to address his gambling, and they later froze an account and then closed all his accounts. What happened The facts below repeat much of what I said in my provisional decision. It is however nec... (5 pages)View decision -
Decision Reference DRN-5863235
29 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5863235 The complaint Mr K complains that Royal Bank of Scotland PLC (RBS) allowed him to gamble more than £11,000 in just over a week without any intervention which would have prevented the financial harm suffered by Mr K. What happened Mr K has maintained an account with RBS for m... (2 pages)View decision -
Decision Reference DRN-4495421
5 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4495421 The complaint Mr H complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) allowed him to gamble extensively and excessively to a gambling merchant on his credit card. What happened Mr H held a credit card with Tesco. In December 2017, he reduced the credit li... (4 pages)View decision -
Decision Reference DRN-4659768
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4659768 The complaint Mr S is unhappy that TSB Bank plc didn’t inform him of all the options he had available when he made them aware of his gambling addiction while enquiring about applying gambling blocks to his account. What happened In September 2022, Mr S contacted TSB via their c... (7 pages)View decision -
Decision Reference DRN-5505618
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505618 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when it provided him a £500 overdraft facility in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that... (4 pages)View decision -
Decision Reference DRN4155544
18 Dec 2017 HSBC Bank plc UpheldBanking and creditS, a limited company, complains that HSBC Bank Plc will not refund payments that were not authorised from its account.backgroundThe payments that are disputed were made using the company debit card held by the director. These were to two separate gambling businesses and w... (3 pages)View decision -
Decision Reference DRN-5775713
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775713 The complaint Miss F complains that Nationwide Building Society lent to her irresponsibly. What happened Miss F has had a current account with Nationwide for several years. An overdraft was added to the account and later increased as follows: Date Credit limit Increase / de... (4 pages)View decision -
Decision Reference DRN-4306410
23 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4306410 The complaint Mr B complains that Nationwide Building Society unfairly blocked and closed his account. He’s also unhappy that Nationwide didn’t offer him any help or support in relation to his gambling addiction. What happened Mr B had an account with Nationwide, which he’d op... (3 pages)View decision -
Decision Reference DRN8632849
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B complains because Lloyds Bank PLC says it won’t refund payments which were made from her Lloyds and Halifax accounts without her permission.backgroundIn August and September 2014 a large number of payments were made to three gambling websites from Miss B’s tw... (2 pages)View decision -
Decision Reference DRN-5873763
25 Nov 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5873763 The complaint Mr S complains that Northern Bank Limited trading as Danske Bank failed to apply a block to his current account which would have prevented certain gambling transactions. What happened Mr S has a current account with Danske Bank. On 27 November 2024, he called a... (2 pages)View decision