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-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 -
Decision Reference DRN-5360115
24 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5360115 The complaint Miss P complains about the lack of support she says she received from Lloyds Bank PLC in relation to her gambling condition. What happened Miss P holds a current account with Lloyds. In November 2024, she complained to Lloyds that it had allowed her to use her... (3 pages)View decision -
Decision Reference DRN-5321562
14 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321562 The complaint Mr H complains that National Westminster Bank Plc failed to recognise that he was spending excessive sums on gambling. And that its gambling block failed to block the payments he was making. And that it didn't offer him adequate support when he told it of ... (3 pages)View decision -
Decision Reference DRN-5498407
23 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5498407 The complaint Miss T complains that Nationwide Building Society failed to provide sufficient support for her in respect of her problems with gambling, causing her to lose a lot of money. And that it applied an online block on her account which failed to block online gambling... (3 pages)View decision -
Decision Reference DRN-4069158
31 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4069158 The complaint Mr M is unhappy that Monzo Bank Ltd 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 her... (3 pages)View decision -
Decision Reference DRN-3990300
6 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3990300 The complaint Mrs S says that Santander UK Plc let her down and didn’t provide enough support when she started gambling in March 2020. What happened Mrs S says she contacted Santander in October 2017 and that blocks were applied to her accounts at that time to stop her from gam... (10 pages)View decision -
Decision Reference DRN-6234681
29 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6234681 The complaint Mr M complains that Clydesdale Bank Plc (trading as Virgin Money) did not close his credit card account when requested. What happened Mr M says he told Virgin Money he was struggling with a gambling addiction and asked why it allowed gambling transactions on h... (3 pages)View decision -
Decision Reference DRN5783817
12 Mar 2019 Everyday Lending Limited UpheldBanking and creditMr W complains that Everyday Lending Limited irresponsibly gave him a loan that was unaffordable.backgroundMr W borrowed money from Everyday Lending in January 2017. And says he complained to it in June 2017 that he was in financial difficulties and had a gambling problem.... (3 pages)View decision -
Decision Reference DRN-6276547
10 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6276547 The complaint Miss A complains that J.P. Morgan Europe Limited trading as Chase, failed to identify a gambling problem on her account, and failed to identify her or protect her as a vulnerable customer. Miss A further complains that Chase failed to put the relevant support i... (5 pages)View decision -
Decision Reference DRN-5833427
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833427 The complaint Mr T complains that Monzo Bank Ltd (Monzo) didn’t provide appropriate support or intervention when he was using his Monzo bank account to gamble. What happened Mr T has a current account with Monzo. In September 2024 he told Monzo that he was struggling with ga... (4 pages)View decision