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 5830 results
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Decision Reference DRN-5656441
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5656441 The complaint Mrs W has complained that Nationwide Building Society (“Nationwide”) failed to stop her spending money on gambling transactions. What happened Mrs W says that since 2022 she has spent large amounts of money from her Nationwide account on gambling transactions. ... (4 pages)View decision -
Decision Reference DRN-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision -
Decision Reference DRN-5706515
10 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5706515 The complaint Mr E complains that MBNA Limited won’t refund to him the payments that he made for some gambling transactions. What happened Mr E has an MBNA credit card and he had applied a gambling freeze to his account. He complained to MBNA in October 2024 that it had allo... (4 pages)View decision -
Decision Reference DRN-5910629
10 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5910629 The complaint Mr A complains that Starling Bank Limited failed to identify his gambling addiction and didn’t intervene to support him. Mr A also complains that Starling didn’t close his account when he asked it to. What happened Mr A held a current account with Starling whic... (4 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (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-6153414
19 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6153414 The complaint Mr A complains that Revolut Ltd failed to identify that he had a gambling problem and failed to offer support. What happened Mr A contacted Revolut by phone in October 2025. He told the advisers that he had spent over £6,000 on gaming, and that the company he t... (3 pages)View decision -
Decision Reference DRN-5939376
8 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5939376 The complaint Miss P complained that The Royal Bank of Scotland Plc (RBS) failed in its duty to protect her by allowing her to spend significant amounts on gambling. What happened Miss P told RBS in March 2025 that she was struggling with gambling. The call handler referred... (2 pages)View decision -
Decision Reference DRN-4608598
4 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4608598 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) failed to re-apply a gambling block he had in place on his account to help prevent him from making online gambling transactions. Mr W says this resulted in him spending £2,200 on gambling. What happened... (2 pages)View decision