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 5333 results
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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-5848065
11 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5848065 The complaint Mr M complains that despite placing a block on gambling transactions, Nationwide Building Society allowed large sums of money to leave his bank account. He wants the sums refunded. What happened Mr M holds a current account with Nationwide. He requested Nation... (4 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-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-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-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-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 -
Decision Reference DRN-5905260
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905260 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to recognise and protect him from gambling related harm. What happened Mr M has a current account and a debit card with Barclays which he’s had since 2020. He has a credit card with Barclaycard too, but this ... (3 pages)View decision -
Decision Reference DRN-5150238
8 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5150238 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) allowed him to make gambling payments. What happened Mr B was a heavy gambler – by his own admission. He says he made payments from his Lloyds account totalling £6,000. He says these should not have been allowed as h... (2 pages)View decision