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 5297 results
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Decision Reference DRN-5592259
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592259 The complaint Mr S complains that Lloyds Bank PLC allowed him to make online gambling payments, and that it failed to support him or prevent further payments once it had been notified of his gambling problem. He complains that he has been mentally and financially affected du... (2 pages)View decision -
Decision Reference DRN-5705208
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5705208 The complaint Mrs B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to protect her as a vulnerable customer, allowing her to spend substantial sums on gambling. What happened Mrs B has told us, and her bank statements confirm, that she spent considerab... (3 pages)View decision -
Decision Reference DRN-3882328
12 May 2023 Skrill Limited Not upheldBanking and PaymentsDRN-3882328 The complaint Mr R has complained that Skrill Limited allowed him to gamble online in a country where online gambling is largely prohibited. What happened Mr R lives in Norway and has explained that gambling is heavily restricted there and only specific licenced companies can p... (5 pages)View decision -
Decision Reference DRN-4337633
15 Dec 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4337633 The complaint Mr S is unhappy that Santander UK Plc 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 h... (3 pages)View decision -
Decision Reference DRN-5683835
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5683835 The complaint Mr T complains Nationwide Building Society (NBS) didn’t intervene to prevent him gambling and provided him with incorrect information about gambling blocks. What happened The circumstances of this complaint are well known by both parties, so I will not repeat ... (3 pages)View decision -
Decision Reference DRN-5240245
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5240245 The complaint Mr W is unhappy that HSBC UK Bank Plc allowed him to spend a large sum of money in a short space of time on gambling websites. What happened In September 2024, Mr W received a large sum of money into his HSBC bank account. Shortly afterwards, Mr W made a large ... (3 pages)View decision -
Decision Reference DRN-3384239
21 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3384239 The complaint Mr F complains Monzo Bank Limited didn’t apply its gambling block the way it said it would and that he gambled and lost money as a result. What happened Mr F has an account with Monzo Bank and, he says, a couple of other businesses. Monzo offers its customers the ... (4 pages)View decision -
Decision Reference DRN-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-2898028
8 Sep 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2898028 The complaint Mr P complains that Clydesdale Bank Plc trading as Yorkshire Bank should have monitored his account more closely to prevent him from entering a cycle of debt due to gambling transactions. What happened Our investigator’s background summary covered all the relevant... (2 pages)View decision -
Decision Reference DRN-3722894
22 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3722894 The complaint Mr W complains that the block Barclays Bank UK PLC (“Barclays”) put on his account for gambling transactions was removed allowing him to gamble. What happened The circumstances that led to this complaint are well known by both parties. In summary Mr... (3 pages)View decision
