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 4692 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-4572354
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572354 The complaint Mr W complains that Monzo Bank Ltd let him gamble recklessly again and again and at least twice turned off the block he’d requested on gambling transactions when Monzo knew he had a gambling problem. He said he’s had no support from Monzo. What happened Mr W has s... (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 -
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-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-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-4380247
3 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4380247 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 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 -
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-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
