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 5795 results
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Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (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-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-5938303
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5938303 The complaint Mr S complains Monzo Bank Ltd failed to meaningfully intervene when he was gambling. What happened Mr S complained to Monzo, he told it he’d gambled significant amounts of money over a period of a little over a year. This gambling was despite Mr S being regis... (3 pages)View decision -
Decision Reference DRN-5402725
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5402725 The complaint Miss H has complained that Starling Bank Limited (“Starling”) didn’t block all of her gambling transactions, despite informing Starling of her gambling issues on 24 July 2022. What happened In July 2022, Miss H contacted Starling to explain that she had an iss... (3 pages)View decision -
Decision Reference DRN-6143304
18 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6143304 The complaint Ms F complains that Nationwide Building Society (‘Nationwide’) failed to prevent gambling transactions on her account despite the gambling block in place. What happened The details of this complaint are well known to both parties, so I will just provide a brie... (3 pages)View decision -
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-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-6020219
16 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6020219 The complaint Mr B complains that Wise Payments Limited didn’t initiate chargebacks on some payments he has disputed and it has cancelled his debit card. What happened The circumstances surrounding Mr B’s complaint are well known to the parties, so I haven’t set them out in ... (3 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