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
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Decision Reference DRN-2817429
13 May 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2817429 The complaint Miss T is unhappy that Barclays Bank UK PLC has allowed her to spend in excess of £12,000 on gambling. What happened The circumstances that led to this complaint are well-understood by both parties. In summary, Miss T held a current account with Barclays and, betw... (4 pages)View decision -
Decision Reference DRN-3882328
12 May 2023 Skrill Limited Not upheldBanking and PaymentsDRN-3882328 The complaint Mr R has complained that Skrill Limited allowed him to gamble online in a country where online gambling is largely prohibited. What happened Mr R lives in Norway and has explained that gambling is heavily restricted there and only specific licenced companies can p... (5 pages)View decision -
Decision Reference DRN-5905260
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905260 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to recognise and protect him from gambling related harm. What happened Mr M has a current account and a debit card with Barclays which he’s had since 2020. He has a credit card with Barclaycard too, but this ... (3 pages)View decision -
Decision Reference DRN-5710209
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710209 The complaint Mr D complains that Barclays Bank UK PLC allowed him to continue gambling through his current account despite having applied a gambling block online. There was a second part to this complaint raised with Barclays relating to customer service and the handling of... (3 pages)View decision -
Decision Reference DRN-5150238
8 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5150238 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) allowed him to make gambling payments. What happened Mr B was a heavy gambler – by his own admission. He says he made payments from his Lloyds account totalling £6,000. He says these should not have been allowed as h... (2 pages)View decision -
Decision Reference DRN-5693210
4 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693210 The complaint Mr C complains The Royal Bank of Scotland Plc failed in its duty of care to him as its gambling block didn’t stop payments going to an overseas gambling website. What happened Mr C has an account with the Royal Bank of Scotland (“RBS”) and a credit card. Mr C s... (2 pages)View decision -
Decision Reference DRN-4649878
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4649878 The complaint Mr E is complaining that Barclays Bank UK PLC allowed gambling transactions on his account while he had a gambling block in place. What happened In July 2023 Mr E made payments totalling £135 to an online gambling website. The following day, Mr E contacted Barclay... (2 pages)View decision -
Decision Reference DRN-5497757
27 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5497757 The complaint Mr T complains about how Starling Bank Limited (Starling) failed to prevent gambling transactions debiting his account. Accordingly, Mr T would like Starling to refund the transactions, with interest. What happened The details of this case are well known to bot... (2 pages)View decision -
Decision Reference DRN-5705208
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5705208 The complaint Mrs B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to protect her as a vulnerable customer, allowing her to spend substantial sums on gambling. What happened Mrs B has told us, and her bank statements confirm, that she spent considerab... (3 pages)View decision -
Decision Reference DRN-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision
