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 4777 results
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Decision Reference DRN-4825350
17 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4825350 The complaint Mr S is unhappy that Monzo Bank Ltd allowed him to make payments to gambling companies despite having a gambling block on his account. What happened Mr S has a gambling addiction and applied a gambling block to his Monzo account. The gambling block was supposed... (3 pages)View decision -
Decision Reference DRN-4612341
27 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4612341 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) allowed him to use his account for gambling transactions despite there being a merchant block in place. What happened Mr T has an account with Barclays. Mr T contacted Barclays regarding payments that had come ... (2 pages)View decision -
Decision Reference DRN-4020192
28 Mar 2023 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4020192 The complaint Mr C complains that JAJA FINANCE LTD (JAJA) allowed him to make gambling transactions using his credit card after he asked them not to allow these types of transactions. What happened Mr C says that since JAJA replaced his MasterCard with a Visa card, he has been ... (3 pages)View decision -
Decision Reference DRN-3563442
26 Sep 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3563442 The complaint Mr M is unhappy that TSB Bank plc didn’t take any action to stop the repeated transactions he made to companies involved with gambling from leaving his account. What happened Mr M has a gambling addiction, and over several years he transferred large amounts of mon... (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 DRN5501173
1 Dec 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank PLC, trading as Barclaycard, won’t refund the interest and charges he has incurred for online deposits to a poker website made on his credit card.backgroundMr W says that he has made payments overtime for online poker but he didn’t... (2 pages)View decision -
Decision Reference DRN-4071858
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4071858 The complaint Mr G complains Monzo Bank Ltd has refused to refund gambling transactions debited from his account while he had a gambling block turned on. What happened Mr G has a current account with Monzo, and in late June 2022 he turned on the gambling block for his 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-5341916
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341916 The complaint Mr E complains that Nationwide Building Society failed to support him with his gambling addiction. What happened Mr E says that due to some very difficult personal circumstances, he began gambling to excess online in 2020 and that he sought help towards the end... (5 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
