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-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-5428829
10 Jun 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5428829 The complaint Mr H is unhappy that Lendable Ltd, trading as Zable, allowed him to transfer money to gambling websites. What happened In March 2024, Mr H raised a complaint with Zable because he was unhappy that they had allowed him to transfer money from his Zable account to... (4 pages)View decision -
Decision Reference DRN-5216449
18 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5216449 The complaint Miss R complains that Nationwide Building Society failed to block gambling transactions from her account. What happened Miss R holds an account with Nationwide. In February 2023, she called Nationwide to ask for help with her gambling problem. At the time, Nati... (3 pages)View decision -
Decision Reference DRN-4837811
24 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4837811 The complaint Ms S complains that TSB Bank plc failed to carry out her instructions to block payments to gambling operators causing her to lose a great deal of money. What happened Ms S said she suffered a nervous breakdown in 2020 which resulted in a gambling addiction. She sa... (4 pages)View decision -
Decision Reference DRN-5707162
20 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5707162 The complaint Mr M complains that Lloyds Bank PLC failed to stop gambling transactions from his account and that it then did not seek to reclaim them from the merchants involved. What happened Between September and December 2024 Mr M made a number of payments from his Lloyds... (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-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-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 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-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
