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 4944 results
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Decision Reference DRN-5709973
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709973 The complaint Miss M complains Revolut Ltd didn’t stop payments she made to third-party companies for gambling, despite having a gambling block on her account. What happened Miss M said she made multiple payments to third-party online gambling companies over a period of 12 m... (5 pages)View decision -
Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (3 pages)View decision -
Decision Reference DRN-5341916
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341916 The complaint Mr E complains that Nationwide Building Society failed to support him with his gambling addiction. What happened Mr E says that due to some very difficult personal circumstances, he began gambling to excess online in 2020 and that he sought help towards the end... (5 pages)View decision -
Decision Reference DRN-5402725
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5402725 The complaint Miss H has complained that Starling Bank Limited (“Starling”) didn’t block all of her gambling transactions, despite informing Starling of her gambling issues on 24 July 2022. What happened In July 2022, Miss H contacted Starling to explain that she had an iss... (3 pages)View decision -
Decision Reference DRN-5656441
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5656441 The complaint Mrs W has complained that Nationwide Building Society (“Nationwide”) failed to stop her spending money on gambling transactions. What happened Mrs W says that since 2022 she has spent large amounts of money from her Nationwide account on gambling transactions. ... (4 pages)View decision -
Decision Reference DRN-4608598
4 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4608598 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) failed to re-apply a gambling block he had in place on his account to help prevent him from making online gambling transactions. Mr W says this resulted in him spending £2,200 on gambling. What happened... (2 pages)View decision -
Decision Reference DRN-5449171
10 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5449171 The complaint In conclusion, banks are required to support customers as described above, but won’t be liable for their spending patterns and can’t stop customers making authorised debit payments for legitimate activities such as gambling. As a consequence, there remains a hi... (3 pages)View decision -
Decision Reference DRN-4907991
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4907991 The complaint Mr U complains that Barclays Bank UK PLC failed in its duty of care to protect him from gambling harms when his gambling was obviously problematic. What happened I sent the parties a provisional decision in April 2024, in which I set out the following backgroun... (7 pages)View decision -
Decision Reference DRN-2917674
4 Aug 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2917674 The complaint Mr B complains that MBNA Limited allowed him to make large credit card payments to gambling websites without intervening. What happened Mr B had a credit card account with MBNA. He also had a gambling addiction. In a single day in April 2019, he made seven payment... (3 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision
