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-6032718
23 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6032718 The complaint Mr S complained that Revolut Ltd failed to safeguard him after he informed the bank that he was vulnerable and needed help with gambling-related issues. He was also unhappy that a gambling block he had set up did not prevent further gambling transactions. What... (4 pages)View decision -
Decision Reference DRN-5960388
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5960388 The complaint Mr U is unhappy that Monzo Bank Ltd has allowed him to make payments to gambling merchants without any intervention. What happened In August 2025, Mr U had a gambling block on his Monzo current account to prevent him from making gambling transactions as a resul... (3 pages)View decision -
Decision Reference DRN-5833427
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833427 The complaint Mr T complains that Monzo Bank Ltd (Monzo) didn’t provide appropriate support or intervention when he was using his Monzo bank account to gamble. What happened Mr T has a current account with Monzo. In September 2024 he told Monzo that he was struggling with ga... (4 pages)View decision -
Decision Reference DRN-4075685
13 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4075685 The complaint Miss K has complained that National Westminster Bank Plc (“NatWest”) failed to properly support her when she disclosed she has a gambling addiction Background Miss K has said that in 2020 she contacted NatWest to ask if it could block gambling transactions on her ... (3 pages)View decision -
Decision Reference DRN-3328859
19 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3328859 The complaint Mr O is unhappy that Bank of Scotland plc (“BOS”) didn’t automatically apply a gambling transaction block to his replacement debit card. What happened Mr O contacted BOS and advised that he suffered with gambling issues and asked for BOS’s support. BOS explained t... (2 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision -
Decision Reference DRN-5975004
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5975004 The complaint Mr P complains Revolut Ltd didn’t do enough to assist him with compulsive gambling. What happened Mr P explained between January 2024 and September 2025, he spent approximately £17,500 on compulsive gambling through his Revolut account. Mr P said he didn’t ask ... (3 pages)View decision -
Decision Reference DRN5101611
17 Mar 2015 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK plc won’t refund cash transaction fees on payments he made to gambling websites using his credit card. He’d like it to refund fees of more than £900.backgroundMr G has used his Santander credit card to make payments to online gambling com... (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-5066477
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5066477 The complaint Mr M complains that Santander UK Plc failed in its duty of care towards him to warn about his gambling activity over the period from July 2023 to January 2024. He says he spent excessive sums gambling and Santander did not warn him or offer any support to him. ... (4 pages)View decision