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-5241840
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5241840 The complaint A company which I’ll refer to as ‘S’ complains that Barclays Bank UK Plc failed to stop gambling transactions from leaving its account. The complaint is brought on S’s behalf by its director, Mr M. What happened Mr M told us: He applied for a Bounce Back L... (3 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-5807961
31 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5807961 The complaint Mr C complains PayPal UK Ltd allowed him to open multiple accounts and gamble, which led to significant losses and harm to Mr C. What happened Mr C opened numerous accounts with PayPal and made payments to gambling companies through these accounts. Mr C told... (5 pages)View decision -
Decision Reference DRN-4806566
9 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4806566 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft and granting him a credit card account. What happened Mr B was given an overdraft with his current account in April 2022 with an initial overdraft limit of £500. Th... (3 pages)View decision -
Decision Reference DRN-5603503
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5603503 The complaint Mr J complains that Nationwide Building Society didn’t adequately support him with his gambling addiction. What happened Mr J previously complained to Nationwide in 2023. As part of that complaint, he told Nationwide he was on medication which left him unable t... (3 pages)View decision -
Decision Reference DRN-5793048
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793048 The complaint Mrs R complains that Bank of Scotland plc (“BoS”) acted irresponsibly by providing her with an overdraft facility and failed to take steps to stop her using her account for gambling transactions. What happened BoS agreed to give Mrs R an overdraft in May 2019 ... (2 pages)View decision -
Decision Reference DRN-3600825
29 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3600825 The complaint Miss R complained that TSB Bank plc (“TSB”) acted irresponsibly by providing her with an overdraft facility and increasing her overdraft limit. She is also unhappy TSB failed to cancel her debit card and send her a cash card as a replacement. She says this led to ... (3 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision -
Decision Reference DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN5309479
27 May 2016 Everyday Loans Limited Not upheldBanking and creditMr S complains that Everyday Loans Limited was irresponsible to lend him money and that the charges were excessive and unreasonable.background Everyday Loans approved a £3,000 loan to Mr S in February 2015. Mr S says he told them he was gambling so they shouldn’t ... (1 page)View decision