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-5939376
8 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5939376 The complaint Miss P complained that The Royal Bank of Scotland Plc (RBS) failed in its duty to protect her by allowing her to spend significant amounts on gambling. What happened Miss P told RBS in March 2025 that she was struggling with gambling. The call handler referred... (2 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-4608598
4 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4608598 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) failed to re-apply a gambling block he had in place on his account to help prevent him from making online gambling transactions. Mr W says this resulted in him spending £2,200 on gambling. What happened... (2 pages)View decision -
Decision Reference DRN-5449171
10 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5449171 The complaint In conclusion, banks are required to support customers as described above, but won’t be liable for their spending patterns and can’t stop customers making authorised debit payments for legitimate activities such as gambling. As a consequence, there remains a hi... (3 pages)View decision -
Decision Reference DRN-6058644
15 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058644 The complaint Mr V complains that Revolut Ltd allowed gambling transactions on his account while he had a gambling block in place, and allowed him to turn off the gambling block which resulted in further gambling payments to be debited to his account. What happened Mr V adde... (3 pages)View decision -
Decision Reference DRN-4965052
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4965052 The complaint Miss H complains that Starling Bank Limited allowed gambling transactions to debit from her account while she had a gambling block turned on and that it failed to take action when it could see her making repeated large transactions. What happened Miss H has a ... (4 pages)View decision -
Decision Reference DRN-4907991
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4907991 The complaint Mr U complains that Barclays Bank UK PLC failed in its duty of care to protect him from gambling harms when his gambling was obviously problematic. What happened I sent the parties a provisional decision in April 2024, in which I set out the following backgroun... (7 pages)View decision -
Decision Reference DRN-5663774
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663774 The complaint Miss S complains that despite being aware of her problem gambling and having gambling block enabled on her account that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to contact her or intervene when large sums of money were withdrawn from ... (3 pages)View decision -
Decision Reference DRN-6120455
12 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6120455 The complaint Mr C complains that NewDay Ltd trading as Marbles (“NewDay”) rejected his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to gambling deposits processed on his credit card to an overseas casino. What happened In July and Augu... (2 pages)View decision -
Decision Reference DRN-4176940
18 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4176940 The complaint Mr H complains that the gambling block applied to his account with National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from going through as expected. Mr H wants all gambling transactions made on his account refunded. What happened Durin... (3 pages)View decision