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 4703 results
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Decision Reference DRN-4065792
20 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4065792 The complaint Mr M complains that Bank of Scotland plc trading as Halifax did not stop all gambling transactions following a gambling freeze being placed on his account. What happened Mr M applied a gambling freeze to his Halifax account, that would stop all gambling transactio... (3 pages)View decision -
Decision Reference DRN-5037173
8 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5037173 The complaint Mrs J has complained that Santander UK Plc authorised gambling transactions via third party merchants. She believes Santander should have done more to support her when she was gambling in a compulsive and harmful way. Mrs J has complained about other gambling a... (3 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-4767237
26 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4767237 The complaint Mrs D complains that National Westminster Bank Plc failed to support her or to take any action to prevent her from gambling. What happened Mrs D has told us that she has a gambling addiction she was unable to control. From February 2019 until April 2023 she opened... (3 pages)View decision -
Decision Reference DRN-3463754
22 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3463754 The complaint Mr R complains that TSB Bank PLC didn’t provide adequate support for him when he asked for help with his gambling problem and they then closed his account. What happened Mr R had a current account with TSB. In August 2021 there was a fraud alert on Mr R’s account... (3 pages)View decision -
Decision Reference DRN-3855908
10 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3855908 The complaint Mr M complains that National Westminster Bank Plc (“NatWest”) allowed him to use his funds for gambling. What happened Mr M contacted NatWest in 2016 and asked them to place a gambling block on his debit card. Despite this, he was able to make payments to a bettin... (4 pages)View decision -
Decision Reference DRN-4035707
4 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4035707 The complaint Mr I has complained that Metro Bank PLC failed to refund transactions he made to a gaming website which was acting illegally within the UK. What happened Mr I had a gaming account with an online casino that was based outside of the UK. Over the course of two month... (3 pages)View decision -
Decision Reference DRN-4214217
16 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4214217 The complaint Mr B complains that Santander UK Plc did not do more to help him when he spent compulsively on his account in 2021. What happened Both parties are aware of the circumstances surrounding he complaint, so I won’t repeat them in detail here. In summary, Mr B made a s... (5 pages)View decision -
Decision Reference DRN-5272525
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5272525 The complaint Mr H complains that Revolut Ltd didn’t stop payments going out of his account when he said he had problem gambling, that he’s lost thousands because of Revolut’s negligence and that Revolut won’t help him with chargebacks. What happened Mr H has an account with... (3 pages)View decision -
Decision Reference DRN-4908628
15 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4908628 The complaint Mr J complains that Nationwide Building Society unfairly decided to close his account. He’s also unhappy that Nationwide didn’t intervene to stop him using his account to fund his gambling. What happened In May 2021, Nationwide wrote to Mr J explaining that it ... (4 pages)View decision
