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-4908628
15 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4908628 The complaint Mr J complains that Nationwide Building Society unfairly decided to close his account. He’s also unhappy that Nationwide didn’t intervene to stop him using his account to fund his gambling. What happened In May 2021, Nationwide wrote to Mr J explaining that it ... (4 pages)View decision -
Decision Reference DRN-4589092
14 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4589092 The complaint Mr M complains that National Westminster Bank Plc (NatWest) did nothing to advise or assist him with his financial problems caused by gambling. What happened Mr M tells us that he suffered from a gambling addiction, going back to 2009 when he first had the account... (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-2274578
17 Feb 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2274578 The complaint Mr E complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of undelivered wine. What happened In October 2018, Mr E purchased wine from a merchant at a cost of £4500. He used his credit card for the transaction. He had m... (3 pages)View decision -
Decision Reference DRN-2802101
22 Apr 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2802101 The complaint Mr G complains that Tesco Personal Finance PLC allowed gambling transactions to go through on his credit card. What happened In November 2020, Mr G used his credit card for two gambling transactions. The first transaction was made on 1 November 2020 for £35 and th... (2 pages)View decision -
Decision Reference DRN-3137876
27 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3137876 The complaint Mr M complains that although he told Barclays Bank UK PLC about his gambling addiction in early 2021, they did nothing to help him control his gambling. Mr M would like Barclays to refund his gambling transactions because, he says, if Barclays had helped him there... (3 pages)View decision -
Decision Reference DRN5139540
5 Jan 2018 MBNA Limited Not upheldBanking and creditMr H complains that MBNA Limited increased his credit limit at a time when it was aware of his gambling addiction. Mr H also complains that MBNA increased the interest rate on his account.backgroundMr H says that MBNA increased the credit limit on his account irr... (2 pages)View decision -
Decision Reference DRN-2673480
30 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2673480 The complaint Mr K complained that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) did not contact him to offer help when he was using his credit card for gambling. What happened Mr K had a credit card through Barclaycard for many years. In around November 2017 Mr K... (2 pages)View decision -
Decision Reference DRN-3604691
8 Sep 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3604691 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent him money on a credit card and failed to intervene when it saw he was spending considerable sums on gambling. What happened Mr M applied for a credit card with Sainsbury’s on 28 January 2018. Sainsbury’s ... (2 pages)View decision -
Decision Reference DRN-4065792
20 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4065792 The complaint Mr M complains that Bank of Scotland plc trading as Halifax did not stop all gambling transactions following a gambling freeze being placed on his account. What happened Mr M applied a gambling freeze to his Halifax account, that would stop all gambling transactio... (3 pages)View decision
