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 4692 results
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Decision Reference DRN-4471132
16 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4471132 The complaint Ms M complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave her different information surrounding gambling blocks that were available to her and that she was able to easily remove blocks herself. Ms M feels the support given by Halifax isn’t suffi... (4 pages)View decision -
Decision Reference DRN-5340725
11 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5340725 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to stop gambling transactions from leaving her account despite a gambling block in place and which caused her financial loss. What happened Miss M has a current account with Santander and in 2024 aske... (3 pages)View decision -
Decision Reference DRN-5216449
18 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5216449 The complaint Miss R complains that Nationwide Building Society failed to block gambling transactions from her account. What happened Miss R holds an account with Nationwide. In February 2023, she called Nationwide to ask for help with her gambling problem. At the time, Nati... (3 pages)View decision -
Decision Reference DRN-4837811
24 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4837811 The complaint Ms S complains that TSB Bank plc failed to carry out her instructions to block payments to gambling operators causing her to lose a great deal of money. What happened Ms S said she suffered a nervous breakdown in 2020 which resulted in a gambling addiction. She sa... (4 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 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-4088471
23 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4088471 The complaint Mr D has complained that the gambling block added to his account by Monzo Bank Ltd (“Monzo”) failed to stop gambling transactions from leaving his account. Background Mr D has an account with Monzo. In May 2021 he contacted the bank to make it aware he had a compu... (2 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-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 pages)View decision
