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 4703 results
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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-3534988
9 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3534988 The complaint Mr Z has complained that National Westminster Bank Plc (NatWest) continued to allow him to place gambling transactions after he asked it to put a gambling block on is account. What happened Mr Z called NatWest on 11 December 2020 to notify it that he had a gamblin... (5 pages)View decision -
Decision Reference DRN-5134499
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5134499 The complaint Mr A complains Santander UK Plc didn’t restrict payments to cryptocurrency (crypto) exchanges Mr A used to fund gambling in early 2024. What happened Mr A said he spoke with Santander in Autumn 2023 and explained he had a problem with gambling at online crypto ... (4 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-4653120
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4653120 The complaint Mr W complains that Tesco Personal Finance PLC trading as Tesco Bank didn’t block payments made with his credit card to a gambling site. He wants the payments refunded along with interest. What happened Mr W received a text message from a gambling website on 30... (3 pages)View decision -
Decision Reference DRN5165633
23 Apr 2020 The Co-operative Bank Plc Not upheldBanking and creditMr I complains that The Co-operative Bank Plc let him down when it didn’t place a block on his account after he carried out a series of gambling transactions.Mr I wants The Co-op to refund the gambling transactions.backgroundMr I has a bank account with The Co-op. Over the course of one ev... (2 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN6502845
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr H complains Virgin Money plc acted irresponsibly when it allowed him to withdraw large sums of money from his credit card account to deposit at online gambling websites. Mr H is also thinks Virgin Money’s cash advance fee for gambling deposits is too high.backgro... (2 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-3502978
5 Aug 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3502978 The complaint Mr D and Miss R complain Nationwide Building Society failed to offer support to address Miss R’s mental wellbeing and gambling addiction. He said they didn’t block her debit card as they said they would. What happened Mr D said his partner while struggling with h... (3 pages)View decision
