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 5830 results
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Decision Reference DRN-4659768
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4659768 The complaint Mr S is unhappy that TSB Bank plc didn’t inform him of all the options he had available when he made them aware of his gambling addiction while enquiring about applying gambling blocks to his account. What happened In September 2022, Mr S contacted TSB via their c... (7 pages)View decision -
Decision Reference DRN-5814029
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5814029 The complaint Mr W has complained that Revolut didn’t help him recover his funds and refused to process chargebacks when he was a victim of a scam. What happened Mr W has a bank account with Revolut. He contacted Revolut about gambling transactions he had made between Novemb... (4 pages)View decision -
Decision Reference DRN-6236874
24 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6236874 The complaint Mr O has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to identify, intervene, and provide support in response to clear and escalating signs of gambling-related spending on his account. Mr O says that this particularly bec... (3 pages)View decision -
Decision Reference DRN-4306410
23 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4306410 The complaint Mr B complains that Nationwide Building Society unfairly blocked and closed his account. He’s also unhappy that Nationwide didn’t offer him any help or support in relation to his gambling addiction. What happened Mr B had an account with Nationwide, which he’d op... (3 pages)View decision -
Decision Reference DRN-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision -
Decision Reference DRN8632849
8 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMiss B complains because Lloyds Bank PLC says it won’t refund payments which were made from her Lloyds and Halifax accounts without her permission.backgroundIn August and September 2014 a large number of payments were made to three gambling websites from Miss B’s tw... (2 pages)View decision -
Decision Reference DRN-5748649
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748649 The complaint Miss T complains that Monzo Bank Ltd (Monzo) failed to apply preventative measures to her bank account which allowed her to gamble over £3,000. As a resolution, she would like Monzo to take some responsibility by refunding the transactions. What happened For a... (3 pages)View decision -
Decision Reference DRN-2924631
17 Sep 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2924631 The complaint and what happened Miss R complains the switch to off function on Barclays Bank UK PLC’s mobile app wasn’t sufficient to stop her gambling. Between September 2019 and September 2020 she was able to gamble over £11,000 (although she might have lost more before this)... (2 pages)View decision -
Decision Reference DRN7259122
20 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc, trading as Halifax, did not do enough to help him when they were aware he had a gambling problem. In particular, they didn’t block all transactions to online gambling sites on his account when he asked.backgroundMr B has an... (2 pages)View decision -
Decision Reference DRN-6063706
9 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6063706 The complaint Mr O complains that, over a number of years, Barclays Bank UK PLC failed to intervene when he was using his account for high, frequent and sustained gambling. What happened Mr O raised a complaint with Barclays in May 2025. He said that Barclays failed to inter... (3 pages)View decision