Supporting customers experiencing gambling-related harm

A best practice guide for banks and building societies

20 July 2021

When a person is struggling to control their gambling there is often only two organisation that know: gambling companies and their bank. This means that banks and building societies are in an important, unique position to support customers experiencing gambling-related harm.

“I think the bank would be a better place to stop me as I just go somewhere else to gamble if stopped by the [online gambling] company and at the end of the day it’s their job to take your/our money.” – Expert by experience

Banks are well-placed to act now to help their customers and mitigate some of the worst harms, in line with the Financial Conduct Authority’s (FCA) guidance on the fair treatment of vulnerable customers. This guide, developed in collaboration with financial services professionals and people with experience of gambling harm, highlights three key areas in which banks can make a difference to customers:

  • Creating a culture of support, and ensuring staff are equipped to help.

  • Identifying and reaching out to those at risk.

  • Supporting and empowering those at risk.

Read the guide here.


We are always keen to hear from banks about actions they are taking to help their customers, and where our expert team can offer practical support and customer insight. If you want to find out more, please contact us at [email protected].