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 4607 results
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Decision Reference DRN-4767237
26 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4767237 The complaint Mrs D complains that National Westminster Bank Plc failed to support her or to take any action to prevent her from gambling. What happened Mrs D has told us that she has a gambling addiction she was unable to control. From February 2019 until April 2023 she opened... (3 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-3640199
10 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3640199 The complaint Mr K has complained that Barclays Bank UK PLC failed to adequately explain how a gambling block placed on his debit card worked, which ultimately led to him incurring substantial gambling related losses. What happened Mr K has a current account with Barclays which... (3 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 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-5272525
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5272525 The complaint Mr H complains that Revolut Ltd didn’t stop payments going out of his account when he said he had problem gambling, that he’s lost thousands because of Revolut’s negligence and that Revolut won’t help him with chargebacks. What happened Mr H has an account with... (3 pages)View decision -
Decision Reference DRN-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 pages)View decision -
Decision Reference DRN-4214217
16 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4214217 The complaint Mr B complains that Santander UK Plc did not do more to help him when he spent compulsively on his account in 2021. What happened Both parties are aware of the circumstances surrounding he complaint, so I won’t repeat them in detail here. In summary, Mr B made a s... (5 pages)View decision -
Decision Reference DRN-4685643
4 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4685643 The complaint Mr M complains that Monzo Bank Ltd failed to give him adequate support or customer service when he asked it to assist him concerning some gambling transactions he'd made on his account. What happened At the end of May 2023 Mr M contacted Monzo to ask it to re... (3 pages)View decision -
Decision Reference DRN-4035707
4 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4035707 The complaint Mr I has complained that Metro Bank PLC failed to refund transactions he made to a gaming website which was acting illegally within the UK. What happened Mr I had a gaming account with an online casino that was based outside of the UK. Over the course of two month... (3 pages)View decision
