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-4176940
18 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4176940 The complaint Mr H complains that the gambling block applied to his account with National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from going through as expected. Mr H wants all gambling transactions made on his account refunded. What happened Durin... (3 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-5566027
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5566027 The complaint Mr P complains that Revolut Ltd permitted payments to gambling platforms despite the warning signs of his gambling addiction and its duty to help vulnerable customers. Mr P doesn’t feel he was adequately protected by Revolut from financial distress, and he wan... (4 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-5720607
27 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5720607 The complaint Mr L complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) didn’t do enough to stop gambling payments leaving his account. What happened The circumstances of this complaint are well known to both parties, so I will just outline key events here. ... (3 pages)View decision -
Decision Reference DRN-2970533
7 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2970533 The complaint Mr B complains Bank of Scotland plc (trading as “Halifax”) allowed him to spend over £10,000 on gambling transactions when he had a gambling freeze applied to his account. What happened Mr B has a number of accounts with Halifax including a basic account. Mr B app... (3 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-5709973
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709973 The complaint Miss M complains Revolut Ltd didn’t stop payments she made to third-party companies for gambling, despite having a gambling block on her account. What happened Miss M said she made multiple payments to third-party online gambling companies over a period of 12 m... (5 pages)View decision -
Decision Reference DRN-4350205
2 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4350205 The complaint Miss T has complained that National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from leaving her account despite her having a gambling block in place. Background Miss T has explained that she contacted NatWest in 2020 by phone and asked i... (3 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
