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-5749217
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749217 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) failed to support him as a vulnerable customer in that he was allowed to make gambling related transactions on his credit cards. What happened Mr H successfully applied for two credit cards with Lloyds in March 201... (3 pages)View decision -
Decision Reference DRN-4956641
5 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4956641 The complaint Mr H is unhappy with Revolut Ltd. Mr H put in place a gambling block on his Revolut account to stop him using gambling websites. But through using open banking and transfers he was able to gamble £1,200 within 24 hours. Mr H said the block didn’t work and wasn’... (2 pages)View decision -
Decision Reference DRN-5863170
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5863170 The complaint Mr F complains about how Santander UK Plc failed to prevent gambling transactions debiting his account. Accordingly, Mr F would like Santander to refund the transactions, and award compensation. What happened The details of this case are well known to both part... (3 pages)View decision -
Decision Reference DRN-5483637
17 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5483637 The complaint Mr D complains that J.P. Morgan Europe Limited trading as Chase failed to notice that he was spending considerable sums on gambling. And that it refused to raise chargeback disputes in respect of these transactions. What happened Mr D says that between November... (3 pages)View decision -
Decision Reference DRN-4349015
14 Sep 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4349015 The complaint Mr B complains that TSB Bank Plc treated him unfairly when it didn’t apply a gambling block to his account as requested. What happened Mr B held a current account with TSB. He says that the bank was aware that he suffered from a gambling addiction, but it didn’t h... (5 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN-4876898
10 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4876898 The complaint Miss G complains that Bank of Scotland plc trading as Halifax didn’t stop her from spending over £30,000 on gambling transactions in just over a year. This complaint has been brought on Miss G’s behalf by a family member. For ease, I’ll refer to his comments as th... (2 pages)View decision -
Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 pages)View decision -
Decision Reference DRN6540852
12 Jan 2017 Santander UK Plc Not upheldBanking and creditMr C’s father complains on behalf of his son, that Santander UK Plc wrongly allowed him to use his mini 123 account to illegally gamble online. Mr C’s father says his son is underage, and that the bank should have been able to detect and prevent the illegal activi... (2 pages)View decision
