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 5297 results
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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 DRN5783817
12 Mar 2019 Everyday Lending Limited UpheldBanking and creditMr W complains that Everyday Lending Limited irresponsibly gave him a loan that was unaffordable.backgroundMr W borrowed money from Everyday Lending in January 2017. And says he complained to it in June 2017 that he was in financial difficulties and had a gambling problem.... (3 pages)View decision -
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-5720607
27 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5720607 The complaint Mr L complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) didn’t do enough to stop gambling payments leaving his account. What happened The circumstances of this complaint are well known to both parties, so I will just outline key events here. ... (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-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-5566027
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5566027 The complaint Mr P complains that Revolut Ltd permitted payments to gambling platforms despite the warning signs of his gambling addiction and its duty to help vulnerable customers. Mr P doesn’t feel he was adequately protected by Revolut from financial distress, and he wan... (4 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-5738933
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5738933 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) allowed gambling transactions to go through on his credit card. What happened Mr H holds a credit card with NatWest. In April 2025, he complained to NatWest saying they processed o... (2 pages)View decision -
Decision Reference DRN-4590623
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4590623 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) failed to act on his request to limit the use of his debit card to ATM withdrawals which resulted in him being able to spend all his available funds on gambling sites. What happened Mr S has a problem ... (4 pages)View decision
