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 4607 results
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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-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-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 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-3806792
13 Dec 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3806792 The complaint Mrs S complains Tesco Personal Finance PLC, trading as Tesco Bank lent to her irresponsibly. What happened Mrs S applied for a Tesco Bank credit card online in September 2017. Tesco Bank approved Mrs S’ application with a £3,200 credit limit. Mrs S transferred a £... (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 -
Decision Reference DRN-5243132
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243132 The complaint Mr R complains that Barclays Bank UK PLC failed to alert him to the fact that he was spending a large amount of money on gambling following his receiving inheritance monies. What happened In December 2019 and again in November 2020, Mr R received a large capit... (3 pages)View decision -
Decision Reference DRN-4463012
15 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4463012 The complaint Mr S complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by gambling. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of t... (3 pages)View decision -
Decision Reference DRN-4162477
23 Jun 2023 Skrill Limited Not upheldBanking and PaymentsDRN-4162477 The complaint Mr O has complained that Skrill Limited allowed him to make multiple gambling transactions and that it failed to identify him as a vulnerable person with a gambling addiction. What happened Mr O opened his Skrill account in March 2011 and began making regular paym... (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
