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 5830 results
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Decision Reference DRN-5992424
27 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992424 The complaint Mr C is unhappy THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (‘RBS’) did not provide him with better support to prevent him from making gambling transactions through his bank account after he made them aware of his problem. What happened In March 2020 Mr C... (5 pages)View decision -
Decision Reference DRN-5744630
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5744630 The complaint Miss B is unhappy with Revolut Ltd. She said she contacted Revolut and informed it she was struggling with her mental health and despite this it allowed her to make large online bets. She said it authorised the payments even though she had already told it she w... (3 pages)View decision -
Decision Reference DRN-5432817
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5432817 The complaint Mr S complains that Revolut Ltd (Revolut) keep allowing him to open a current account, which enables him to gamble. He would like them to stop him from opening accounts, refund the money he has gambled since he made them aware he had a problem, and pay compensa... (3 pages)View decision -
Decision Reference DRN-5669521
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5669521 The complaint Mr K is unhappy National Westminster Bank Public Limited Company (“NatWest”) didn’t pick up on or offer any support when he was gambling in a compulsive and problematic way. What happened In 2023 and 2024 Mr K submitted chargeback claims to NatWest regarding tr... (4 pages)View decision -
Decision Reference DRN-6048998
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6048998 The complaint Miss A complains that Monzo Bank Ltd (Monzo) failed to identify the compulsive gambling on her account. She thinks they should have intervened and prevented her from making the payments. What happened Miss A started gambling on her account in late 2024. She con... (2 pages)View decision -
Decision Reference DRN2968652
10 Sep 2021 Barclays Bank UK PLC Not upheldBanking and creditMiss K complains that Barclays Bank UK PLC won’t refund a number of transactions made out of her account that she says she didn’t make. background I sent Miss K and Barclays a provisional decision on 20 July 2021 to explain why I felt the offer Barclays had made to settle the complaint was... (4 pages)View decision -
Decision Reference DRN-2898028
8 Sep 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2898028 The complaint Mr P complains that Clydesdale Bank Plc trading as Yorkshire Bank should have monitored his account more closely to prevent him from entering a cycle of debt due to gambling transactions. What happened Our investigator’s background summary covered all the relevant... (2 pages)View decision -
Decision Reference DRN-5957959
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5957959 The complaint Mr N complains about Monzo Bank Ltd’s actions after he asked it to raise chargebacks on transactions made using Monzo current account. What happened Mr N has a gambling addiction and placed a block on his Monzo current account to stop himself from making gambli... (5 pages)View decision -
Decision Reference DRN-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-2884531
28 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2884531 The complaint Miss L complains that Monzo Bank Ltd (Monzo) allowed her to deposit transactions to a gambling company, despite having a gambling block on her account. What happened In September 2020 Miss L made several payments to a gambling merchant. She complained to Monzo as ... (3 pages)View decision