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 5795 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 DRN-6285340
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6285340 The complaint Mr E complains that National Westminster Bank PLC (“NW”) allowed him to use his account to enter into gambling transactions worth over £85,000 despite him applying a gambling block. What happened Mr E holds an account with NW. He’s unhappy that gambling transac... (3 pages)View decision -
Decision Reference DRN-2917674
4 Aug 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2917674 The complaint Mr B complains that MBNA Limited allowed him to make large credit card payments to gambling websites without intervening. What happened Mr B had a credit card account with MBNA. He also had a gambling addiction. In a single day in April 2019, he made seven payment... (3 pages)View decision -
Decision Reference DRN-5971987
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5971987 The complaint Mr T complains Revolut Ltd didn’t do enough to protect him from harmful gambling. Mr T’s complaint is brought by a representative, but for ease I’ll only refer to Mr T even if submissions were made by his representative. What happened Mr T complained to Revo... (4 pages)View decision -
Decision Reference DRN-6143304
18 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6143304 The complaint Ms F complains that Nationwide Building Society (‘Nationwide’) failed to prevent gambling transactions on her account despite the gambling block in place. What happened The details of this complaint are well known to both parties, so I will just provide a brie... (3 pages)View decision -
Decision Reference DRN-5735326
6 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735326 The complaint Mr Y complained that Santander UK Plc refused to refund gambling transactions, including some in a foreign currency, debited from his account while he had a gambling block turned on and international payments from his account were restricted. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision -
Decision Reference DRN-3640199
10 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3640199 The complaint Mr K has complained that Barclays Bank UK PLC failed to adequately explain how a gambling block placed on his debit card worked, which ultimately led to him incurring substantial gambling related losses. What happened Mr K has a current account with Barclays which... (3 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 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