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-4379388
10 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4379388 The complaint Mr A complains about poor service from Monzo Bank Ltd when he requested blocks on transactions linked to his gambling addiction. He said this led him to spend £1,839 on a gambling platform. What happened I set out the background to Mr A’s complaint in my provision... (5 pages)View decision -
Decision Reference DRN-4378712
22 Nov 2023 Santander UK Plc Not upheldConsumer CreditDRN-4378712 Complaint Mr S has complained about a personal loan Santander UK Plc (“Santander”) provided to him. He says that Santander lent to him even though it ought to have been apparent he would use the funds for gambling. Background Mr S has also separately complained about the adequa... (4 pages)View decision -
Decision Reference DRN4116697
2 Oct 2013 Barclays Bank Plc UpheldBanking and creditMr R reported to Barclays Bank Plc a payment to a gambling website that he says he did not authorise. Mr R complains that Barclays has held him liable for it.backgroundThe circumstances leading to this complaint were set out in my provisional decision of August 2013, a copy of which is... (5 pages)View decision -
Decision Reference DRN-5748320
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748320 The complaint Mr G complains Lloyds Bank PLC didn’t support him when he told it he had a problem spending compulsively and then didn’t chargeback payments he asked it to. What happened Mr G complained to Lloyds on 2 March 2025, telling it he had a problem with gambling and... (3 pages)View decision -
Decision Reference DRN-4523864
15 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4523864 The complaint Mr C has a number of complaints against Monzo Bank Ltd. He says Monzo: irresponsibly lent him a loan. Didn’t block gambling transactions even though he applied a gambling block to his account. Provided poor customer service in the way it handled his complaint. ... (3 pages)View decision -
Decision Reference DRN-4979903
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4979903 The complaint Mr B has complained that National Westminster Bank Plc failed to provide him with adequate support when he started to gamble with his credit card in a harmful and compulsive way. Background Mr B applied for a credit card with NatWest in July 2023. His applicati... (3 pages)View decision -
Decision Reference DRN-4765443
26 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4765443 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it provided him with a £8,000 loan in March 2023. Background Mr L is a compulsive gambler. In March 2023 he successfully applied for a £8,000 loan with NatWest online. He h... (3 pages)View decision -
Decision Reference DRN-4604208
1 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4604208 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) allowed him to use his account to gamble extensively without any interventions or checks. Mr R says that PayPal’s failure to intervene caused him a great deal of financial loss and harm. Mr R also ... (6 pages)View decision -
Decision Reference DRN-5876899
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5876899 The complaint Mrs P is unhappy with Barclays Bank UK Plc. Mrs P said Barclays failed to appropriately intervene when her gambling activity escalated in May 2025. Mrs P was also unhappy about the service provided. What happened Mrs P said Barclays admitted it had breached t... (4 pages)View decision -
Decision Reference DRN-6285367
13 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6285367 Complaint Mr M has complained about a credit limit increase Barclays Bank UK PLC (then trading as “Tesco Bank”) provided to him. He says that the credit limit increase shouldn’t have been provided as it ought to have been obvious that he was at risk from gambling harm. Back... (7 pages)View decision