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 4547 results
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Decision Reference DRN-2970533
7 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2970533 The complaint Mr B complains Bank of Scotland plc (trading as “Halifax”) allowed him to spend over £10,000 on gambling transactions when he had a gambling freeze applied to his account. What happened Mr B has a number of accounts with Halifax including a basic account. Mr B app... (3 pages)View decision -
Decision Reference DRN-5321562
14 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321562 The complaint Mr H complains that National Westminster Bank Plc failed to recognise that he was spending excessive sums on gambling. And that its gambling block failed to block the payments he was making. And that it didn't offer him adequate support when he told it of ... (3 pages)View decision -
Decision Reference DRN-4350205
2 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4350205 The complaint Miss T has complained that National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from leaving her account despite her having a gambling block in place. Background Miss T has explained that she contacted NatWest in 2020 by phone and asked i... (3 pages)View decision -
Decision Reference DRN-5015172
24 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5015172 The complaint X complains that HSBC UK Bank Plc (“HSBC”) failed to take reasonable measures to protect him from the vulnerabilities associated with gambling which resulted in significant financial and emotional distress. What happened X opened a basic bank account online wi... (3 pages)View decision -
Decision Reference DRN-4238235
21 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4238235 The complaint Miss C complains that, having had a gambling block put in place for her online account, National Westminster Bank Plc (NatWest) allowed her to carry out gambling transactions. What happened Miss C is a compulsive gambler for which she has sought treatment and inte... (2 pages)View decision -
Decision Reference DRN5783817
12 Mar 2019 Everyday Lending Limited UpheldBanking and creditMr W complains that Everyday Lending Limited irresponsibly gave him a loan that was unaffordable.backgroundMr W borrowed money from Everyday Lending in January 2017. And says he complained to it in June 2017 that he was in financial difficulties and had a gambling problem.... (3 pages)View decision -
Decision Reference DRN-4260398
1 Sep 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4260398 The complaint Mr D has complained that he was able to make gambling transactions through his Starling Bank Limited (“Starling”) account despite having a gambling block in place. What happened In November 2022, Mr D contacted Starling to say that despite having applied its gambl... (3 pages)View decision -
Decision Reference DRN-4828866
5 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828866 The complaint Mr F complains that HSBC UK Bank Plc should have noticed his spending and exercised a duty of care to intervene to help him with his gambling addiction. Mr F would like to be refunded £16,500 for funds he received in September 2020 and subsequently lost. What ... (3 pages)View decision -
Decision Reference DRN-3362771
4 Aug 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3362771 The complaint Mr and Mrs H complain that Bank of Scotland plc (“BOS”) removed a block on gambling transactions from Mr H’s debit card without notice. They also complain that the block had failed to stop every gambling transaction made prior to that. What happened In response to... (3 pages)View decision -
Decision Reference DRN-4572354
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572354 The complaint Mr W complains that Monzo Bank Ltd let him gamble recklessly again and again and at least twice turned off the block he’d requested on gambling transactions when Monzo knew he had a gambling problem. He said he’s had no support from Monzo. What happened Mr W has s... (3 pages)View decision
