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 5125 results
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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-3601494
31 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3601494 The complaint Mr D complains that HSBC UK Bank Plc failed, when he asked, to put a stop on his account to restrict gambling. This led to him losing a large amount of money.. What happened Mr D says he went into the local branch of his bank on 27 November 2020 and asked for a st... (2 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-4145638
20 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4145638 The complaint Miss M complains that Barclays Bank Plc failed to apply a gambling block to her debit card. What happened Miss M holds a current account with Barclays. In May 2022 a new debit card (ending *6025) was issued to her for this account, but Miss M did not start using i... (2 pages)View decision -
Decision Reference DRN-4768495
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768495 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund payments he says he made as part of a scam. He’s also unhappy with how NatWest has supported him regarding compulsive gambling. What happened Mr C holds a current account with NatWest. Be... (4 pages)View decision -
Decision Reference DRN-4471132
16 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4471132 The complaint Ms M complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave her different information surrounding gambling blocks that were available to her and that she was able to easily remove blocks herself. Ms M feels the support given by Halifax isn’t suffi... (4 pages)View decision -
Decision Reference DRN-5395763
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5395763 The complaint Mr M complains that despite having gambling block enabled on his account that Monzo Bank Ltd (“Monzo”) allowed five gambling transactions to go through in one day resulting in him losing £2,100. What happened Mr M has a gambling addiction and made Monzo aware ... (3 pages)View decision -
Decision Reference DRN-5663774
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663774 The complaint Miss S complains that despite being aware of her problem gambling and having gambling block enabled on her account that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to contact her or intervene when large sums of money were withdrawn from ... (3 pages)View decision -
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-5340725
11 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5340725 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to stop gambling transactions from leaving her account despite a gambling block in place and which caused her financial loss. What happened Miss M has a current account with Santander and in 2024 aske... (3 pages)View decision
