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-5777102
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777102 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) didn’t clearly explain that cash withdrawals from ATM’s located within casinos didn’t form part of the gambling block resulting in him being able to withdraw £300 in cash which he subsequently lost gambling.... (3 pages)View decision -
Decision Reference DRN-6220798
9 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6220798 The complaint Mr C complains that Starling Bank Limited failed to identify that he had gambling problems and as a result he lost considerable sums of money on gambling. What happened Mr C says that particularly in the period between September and December 2025 he spent over ... (3 pages)View decision -
Decision Reference DRN-5892161
29 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5892161 The complaint Mr K complains that Nationwide Building Society failed to meaningfully intervene and allowed gambling transactions to be made on his account and won’t refund them. Mr K is unhappy that he was able to make gambling transactions despite using names and addresses... (5 pages)View decision -
Decision Reference DRN-3601494
31 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3601494 The complaint Mr D complains that HSBC UK Bank Plc failed, when he asked, to put a stop on his account to restrict gambling. This led to him losing a large amount of money.. What happened Mr D says he went into the local branch of his bank on 27 November 2020 and asked for a st... (2 pages)View decision -
Decision Reference DRN-4343872
27 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4343872 The complaint Mr M complains that after Barclays Bank UK PLC (“Barclays”) initially saying it could block transactions to certain merchants it failed to do so as they weren’t classified as gambling. This resulted in Mr M losing money as he was able to continue gambling to these... (3 pages)View decision -
Decision Reference DRN-4768495
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768495 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund payments he says he made as part of a scam. He’s also unhappy with how NatWest has supported him regarding compulsive gambling. What happened Mr C holds a current account with NatWest. Be... (4 pages)View decision -
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-6109277
21 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6109277 The complaint Mr B complains that Barclays Bank UK PLC allowed him to make multiple gambling transactions to an unlicensed gambling operator and failed to identify and protect him as a vulnerable person with an addiction. What happened The detailed background to this compla... (4 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-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