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-5015172
24 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5015172 The complaint X complains that HSBC UK Bank Plc (“HSBC”) failed to take reasonable measures to protect him from the vulnerabilities associated with gambling which resulted in significant financial and emotional distress. What happened X opened a basic bank account online wi... (3 pages)View decision -
Decision Reference DRN-4238235
21 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4238235 The complaint Miss C complains that, having had a gambling block put in place for her online account, National Westminster Bank Plc (NatWest) allowed her to carry out gambling transactions. What happened Miss C is a compulsive gambler for which she has sought treatment and inte... (2 pages)View decision -
Decision Reference DRN-4260398
1 Sep 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4260398 The complaint Mr D has complained that he was able to make gambling transactions through his Starling Bank Limited (“Starling”) account despite having a gambling block in place. What happened In November 2022, Mr D contacted Starling to say that despite having applied its gambl... (3 pages)View decision -
Decision Reference DRN-4828866
5 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828866 The complaint Mr F complains that HSBC UK Bank Plc should have noticed his spending and exercised a duty of care to intervene to help him with his gambling addiction. Mr F would like to be refunded £16,500 for funds he received in September 2020 and subsequently lost. What ... (3 pages)View decision -
Decision Reference DRN-3362771
4 Aug 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3362771 The complaint Mr and Mrs H complain that Bank of Scotland plc (“BOS”) removed a block on gambling transactions from Mr H’s debit card without notice. They also complain that the block had failed to stop every gambling transaction made prior to that. What happened In response to... (3 pages)View decision -
Decision Reference DRN-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 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-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 DRN-5061384
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5061384 The complaint Mr S has complained that Monzo Bank Ltd failed to block gambling transactions from leaving his account despite having a gambling block in place at the time. Background Mr S has a bank account with Monzo. He has explained that he has a compulsive spending proble... (3 pages)View decision -
Decision Reference DRN-3882328
12 May 2023 Skrill Limited Not upheldBanking and PaymentsDRN-3882328 The complaint Mr R has complained that Skrill Limited allowed him to gamble online in a country where online gambling is largely prohibited. What happened Mr R lives in Norway and has explained that gambling is heavily restricted there and only specific licenced companies can p... (5 pages)View decision
