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-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (3 pages)View decision -
Decision Reference DRN-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-2884531
28 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2884531 The complaint Miss L complains that Monzo Bank Ltd (Monzo) allowed her to deposit transactions to a gambling company, despite having a gambling block on her account. What happened In September 2020 Miss L made several payments to a gambling merchant. She complained to Monzo as ... (3 pages)View decision -
Decision Reference DRN-2844194
21 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2844194 The complaint Mr A complains that Lloyds Bank plc didn’t do enough to support him when he spent large amounts of money to fund a gambling habit. What happened Mr A opened a basic cash account with Lloyds in 2012. Around July 2019, he started using the account for gambling. His ... (5 pages)View decision -
Decision Reference DRN-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-1562489
22 Jun 2020 Capital One (Europe) plc UpheldBanking and PaymentsThe complaint Miss H is unhappy with how Capital One (Europe) plc dealt with gambling transactions on her credit card. What happened In March 2019, a member of Miss H’s family used her credit card on a gambling website without her knowledge. As a result, Miss H went over her credit limit, ... (3 pages)View decision -
Decision Reference DRN-5030897
6 Dec 2024 Skrill Limited UpheldBanking and PaymentsDRN-5030897 The complaint Mr A complains Skrill Limited (“Skrill”) didn’t close his account when he asked them to and told them he had a gambling problem. What happened Mr A has held an account with Skrill since 2018. He told us he asked Skrill to close his account on a number of occasi... (3 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-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-4425860
1 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4425860 The complaint Mr F complains Starling Bank Limited didn’t do check he was OK or to stop him when he gambled tens of thousands of pounds in a single month. What happened Mr F had an account with Starling Bank in 2018. He has Autism and Asperger’s. Mr F complained to Starling Ban... (2 pages)View decision
