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 4945 results
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Decision Reference DRN-5719999
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5719999 The complaint Mr S complains that Santander UK Plc (Santander) was irresponsible in its management of his personal current account overdraft, as it failed to recognise that he was experiencing issues with problem gambling. What happened Mr S held a personal current account ... (4 pages)View decision -
Decision Reference DRN-3855908
10 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3855908 The complaint Mr M complains that National Westminster Bank Plc (“NatWest”) allowed him to use his funds for gambling. What happened Mr M contacted NatWest in 2016 and asked them to place a gambling block on his debit card. Despite this, he was able to make payments to a bettin... (4 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision -
Decision Reference DRN5101611
17 Mar 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK plc won’t refund cash transaction fees on payments he made to gambling websites using his credit card. He’d like it to refund fees of more than £900.backgroundMr G has used his Santander credit card to make payments to online gambling com... (2 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-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-5066477
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5066477 The complaint Mr M complains that Santander UK Plc failed in its duty of care towards him to warn about his gambling activity over the period from July 2023 to January 2024. He says he spent excessive sums gambling and Santander did not warn him or offer any support to him. ... (4 pages)View decision -
Decision Reference DRN-4508933
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4508933 The complaint Mr R complains through his representative (“IC”) that he was a vulnerable customer with a gambling addiction and Nationwide Building Society (“Nationwide”) did nothing to provide support or help prevent the gambling transactions from taking place on his account. W... (3 pages)View decision -
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-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
