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 4944 results
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Decision Reference DRN-5706702
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5706702 The complaint Mr T complains that he’s been able to circumvent Revolut Ltd’s (Revolut) gambling block by closing his account and opening a new one to continue gambling. Mr T is unhappy that Revolut failed to prevent him from doing this. What happened Mr T holds an account w... (3 pages)View decision -
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-5400618
22 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5400618 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) should have stepped in and supported him when he was at his most vulnerable but instead treated him negligently. Mr C said he wants to be compensated as he’s been left in a very dark place... (5 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-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-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-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-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
