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 5125 results
-
Decision Reference DRN-5483637
17 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5483637 The complaint Mr D complains that J.P. Morgan Europe Limited trading as Chase failed to notice that he was spending considerable sums on gambling. And that it refused to raise chargeback disputes in respect of these transactions. What happened Mr D says that between November... (3 pages)View decision -
Decision Reference DRN-4380247
3 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4380247 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-5777102
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777102 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) didn’t clearly explain that cash withdrawals from ATM’s located within casinos didn’t form part of the gambling block resulting in him being able to withdraw £300 in cash which he subsequently lost gambling.... (3 pages)View decision -
Decision Reference DRN-3601494
31 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3601494 The complaint Mr D complains that HSBC UK Bank Plc failed, when he asked, to put a stop on his account to restrict gambling. This led to him losing a large amount of money.. What happened Mr D says he went into the local branch of his bank on 27 November 2020 and asked for a st... (2 pages)View decision -
Decision Reference DRN-4145638
20 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4145638 The complaint Miss M complains that Barclays Bank Plc failed to apply a gambling block to her debit card. What happened Miss M holds a current account with Barclays. In May 2022 a new debit card (ending *6025) was issued to her for this account, but Miss M did not start using i... (2 pages)View decision -
Decision Reference DRN-4768495
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768495 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund payments he says he made as part of a scam. He’s also unhappy with how NatWest has supported him regarding compulsive gambling. What happened Mr C holds a current account with NatWest. Be... (4 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-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-4343872
27 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4343872 The complaint Mr M complains that after Barclays Bank UK PLC (“Barclays”) initially saying it could block transactions to certain merchants it failed to do so as they weren’t classified as gambling. This resulted in Mr M losing money as he was able to continue gambling to these... (3 pages)View decision -
Decision Reference DRN-5663774
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663774 The complaint Miss S complains that despite being aware of her problem gambling and having gambling block enabled on her account that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to contact her or intervene when large sums of money were withdrawn from ... (3 pages)View decision
