Not upheld: failure to intervene in problem gambling; irresponsible account management complaint against Barclays Bank UK PLC

Decision detail

Summary

Mrs L complained that Barclays Bank UK PLC failed to intervene to stop or restrict her spending on gambling, despite clear patterns of gambling transactions from November 2021 onwards that by 2024 accounted for the majority of her account turnover. She pointed to 69 returned direct debit payments and disability benefits in her account as indicators that the bank should have identified her vulnerability and offered help. Barclays acknowledged it could have done more and paid £350 compensation, but the ombudsman found this sufficient because Mrs L did not explicitly tell the bank about her gambling issues until October 2025, and it is primarily the customer's responsibility to manage their account and seek help. The ombudsman noted that Barclays did provide some support through information about debt charities when payments were returned, and took additional safeguards once informed of the gambling issues.

The Ombudsman's reasoning

The ombudsman acknowledged that the account activity indicated a potential gambling problem and that Barclays could have done more. However, the ombudsman found that it is primarily the customer's responsibility to manage their account and seek help if needed. The bank did provide some support through information about debt charities and other organisations when payments were returned. Critically, Mrs L did not explicitly tell Barclays about her gambling issues until October 2025, and therefore the bank was not under a duty to intervene further than it did. Once informed, Barclays took steps to put additional safeguards in place.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website