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 5333 results
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Decision Reference DRN-5735326
6 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735326 The complaint Mr Y complained that Santander UK Plc refused to refund gambling transactions, including some in a foreign currency, debited from his account while he had a gambling block turned on and international payments from his account were restricted. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-2844194
21 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2844194 The complaint Mr A complains that Lloyds Bank plc didn’t do enough to support him when he spent large amounts of money to fund a gambling habit. What happened Mr A opened a basic cash account with Lloyds in 2012. Around July 2019, he started using the account for gambling. His ... (5 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 -
Decision Reference DRN-4548606
11 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4548606 The complaint Miss M complains that National Westminster Bank Plc failed to put a gambling block on her account when she requested it and as a result she was able to gamble and lost a considerable sum of money. What happened Miss M has a gambling addiction. She says that when s... (2 pages)View decision -
Decision Reference DRN-3640199
10 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3640199 The complaint Mr K has complained that Barclays Bank UK PLC failed to adequately explain how a gambling block placed on his debit card worked, which ultimately led to him incurring substantial gambling related losses. What happened Mr K has a current account with Barclays which... (3 pages)View decision -
Decision Reference DRN-5738933
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5738933 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) allowed gambling transactions to go through on his credit card. What happened Mr H holds a credit card with NatWest. In April 2025, he complained to NatWest saying they processed o... (2 pages)View decision -
Decision Reference DRN-4590623
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4590623 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) failed to act on his request to limit the use of his debit card to ATM withdrawals which resulted in him being able to spend all his available funds on gambling sites. What happened Mr S has a problem ... (4 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 pages)View decision -
Decision Reference DRN-4018091
22 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4018091 The complaint Mr R complains that Barclays Bank UK PLC had technical issues with their mobile banking application that led him to lose over £24,000. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summ... (4 pages)View decision -
Decision Reference DRN-3005385
22 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3005385 The complaint Mr and Mrs G complain that Bank of Scotland plc, trading as Halifax, allowed Mr G to spend thousands of pounds on gambling transactions from their joint account without notifying Mrs G. What happened Mr and Mrs G have a joint current account with Halifax. Mr G als... (4 pages)View decision