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 5297 results
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Decision Reference DRN-3604691
8 Sep 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3604691 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent him money on a credit card and failed to intervene when it saw he was spending considerable sums on gambling. What happened Mr M applied for a credit card with Sainsbury’s on 28 January 2018. Sainsbury’s ... (2 pages)View decision -
Decision Reference DRN-2673480
30 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2673480 The complaint Mr K complained that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) did not contact him to offer help when he was using his credit card for gambling. What happened Mr K had a credit card through Barclaycard for many years. In around November 2017 Mr K... (2 pages)View decision -
Decision Reference DRN-5894979
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894979 The complaint Mr C complains that Monzo Bank Ltd failed to recover money he had paid to gambling sites and failed to protect him from gambling harm. What happened Mr C has told us he is addicted to gambling and in April 2023 he arranged to be excluded from access to gambling... (3 pages)View decision -
Decision Reference DRN-5825627
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5825627 The complaint Mr T complains that National Westminster Bank Public Limited Company (“NatWest”) did not support him to manage his gambling addiction. He says this enabled him to spend uncontrollably, which has caused him financial loss and distress as well as a deterioration ... (3 pages)View decision -
Decision Reference DRN-5432817
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5432817 The complaint Mr S complains that Revolut Ltd (Revolut) keep allowing him to open a current account, which enables him to gamble. He would like them to stop him from opening accounts, refund the money he has gambled since he made them aware he had a problem, and pay compensa... (3 pages)View decision -
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-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 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-5744630
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5744630 The complaint Miss B is unhappy with Revolut Ltd. She said she contacted Revolut and informed it she was struggling with her mental health and despite this it allowed her to make large online bets. She said it authorised the payments even though she had already told it she w... (3 pages)View decision -
Decision Reference DRN-5489113
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489113 The complaint Mr H complains that despite asking Monzo Bank Ltd to place a gambling block on his account, transactions were still permitted causing him financial harm. What happened Mr H holds an account with Monzo. In November 2024, he asked Monzo to place a block on gambli... (3 pages)View decision
