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-5923008
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5923008 The complaint Mr S complains that Barclays Bank UK PLC failed to adequately protect or support him with his gambling addiction. He states he lost over £20,000 from the online betting and gambling transactions he made on his account. He complains this has affected his mental ... (2 pages)View decision -
Decision Reference DRN-2636001
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2636001 The complaint Mr B complains that National Westminster Bank Plc refused to refund unauthorised transactions under the chargeback scheme. What happened Mr B made payments to a gambling site he found online. Once he checked his bank statement, he noticed unauthorised payments had... (3 pages)View decision -
Decision Reference DRN-5514216
24 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514216 The complaint Mr K complains Lloyds Bank PLC offered him no support despite him gambling in excess of £80,000. What happened Mr K has been a customer of Lloyds Bank for many years. In 2022 Mr K complained to Lloyds Bank about his overdraft saying that it had lent to him irre... (3 pages)View decision -
Decision Reference DRN-4058666
31 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4058666 The complaint Mr A complains National Westminster Bank Plc failed to act when his account showed signs of excessive gambling. What happened The Investigator set out the background to this complaint in detail, so I won’t repeat it again here. Instead, I’ll provide a summary of t... (3 pages)View decision -
Decision Reference DRN9250454
7 May 2015 HSBC Bank plc Not upheldBanking and creditMr T complains that HSBC Bank plc will not refund debit card payments made from his account to an online gambling site.backgroundMr T says that he agreed to let his friend use his online gambling account, and provided two deposits of money with his debit card details.... (2 pages)View decision -
Decision Reference DRN-6131266
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6131266 The complaint Mr D complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by gambling. What happened Mr D complained to Monzo about 40 transactions that he made between January 2023 to March 2025 to gambling platforms and cryptocurrency... (2 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN5485761
10 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr N complains that National Westminster Bank Plc irresponsibly lent him money when he had a gambling problem. backgroundFrom April 2006 onwards, Mr N applied to NatWest for overdraft facilities many times and the bank often provided them. On several occasions he cleared the overdraft d... (2 pages)View decision -
Decision Reference DRN-6104527
26 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6104527 The complaint Mr M complains that Nationwide Building Society gave him an overdraft he couldn’t afford to repay. What happened Mr M held a current account with Nationwide. In November 2022, he applied for an overdraft facility on the account. Nationwide gave him an initial l... (3 pages)View decision -
Decision Reference DRN-2816977
1 Jul 2021 TSB Bank plc Not upheldConsumer CreditDRN-2816977 The complaint Mr and Mrs A complain that TSB Bank Plc declined an application for a loan. What happened In September 2020 Mr A applied to TSB for a loan. He was subsequently advised that his application couldn’t be considered because of the level, of gambling transactions being... (3 pages)View decision