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-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-4364704
15 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4364704 The complaint Mr J complains, via his solicitor, that HSBC UK Bank Plc didn’t stop transactions from his bank account to gambling operators despite signs of potential gambling addiction and financial difficulty. I have mostly referred to Mr J in this decision. What happened Mr ... (3 pages)View decision -
Decision Reference DRN2436417
1 Mar 2017 PayPal Sarl & Cie, SCA Not upheldBanking and creditMrs P complains that PayPal Sarl & Cie, SCA will not refund disputed transactions on her account. backgroundMrs P says that a substantial number of transactions were made on her PayPal account, to fund her online gambling account. She says she did not make tho... (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-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5822320
25 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5822320 The complaint Mr M complains J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t do enough to get refunds for transactions made on his debit card. What happened In December 2024 and January 2025, Mr M made a number of transactions, via his Chase debit card to onlin... (3 pages)View decision -
Decision Reference DRN-3328859
19 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3328859 The complaint Mr O is unhappy that Bank of Scotland plc (“BOS”) didn’t automatically apply a gambling transaction block to his replacement debit card. What happened Mr O contacted BOS and advised that he suffered with gambling issues and asked for BOS’s support. BOS explained t... (2 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-4371818
7 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371818 The complaint Mr T has complained that Monzo Bank Ltd failed to provide him with adequate support despite being aware of his compulsive gambling problem. What happened Mr T says he opened a current account with Monzo in 2019 after he heard a representative from the bank speak a... (3 pages)View decision -
Decision Reference DRN-4075685
13 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4075685 The complaint Miss K has complained that National Westminster Bank Plc (“NatWest”) failed to properly support her when she disclosed she has a gambling addiction Background Miss K has said that in 2020 she contacted NatWest to ask if it could block gambling transactions on her ... (3 pages)View decision
