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 5125 results
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Decision Reference DRN-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 pages)View decision -
Decision Reference DRN-5498407
23 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5498407 The complaint Miss T complains that Nationwide Building Society failed to provide sufficient support for her in respect of her problems with gambling, causing her to lose a lot of money. And that it applied an online block on her account which failed to block online gambling... (3 pages)View decision -
Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (3 pages)View decision -
Decision Reference DRN-5341916
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341916 The complaint Mr E complains that Nationwide Building Society failed to support him with his gambling addiction. What happened Mr E says that due to some very difficult personal circumstances, he began gambling to excess online in 2020 and that he sought help towards the end... (5 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (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-3990300
6 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3990300 The complaint Mrs S says that Santander UK Plc let her down and didn’t provide enough support when she started gambling in March 2020. What happened Mrs S says she contacted Santander in October 2017 and that blocks were applied to her accounts at that time to stop her from gam... (10 pages)View decision -
Decision Reference DRN-3328859
19 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3328859 The complaint Mr O is unhappy that Bank of Scotland plc (“BOS”) didn’t automatically apply a gambling transaction block to his replacement debit card. What happened Mr O contacted BOS and advised that he suffered with gambling issues and asked for BOS’s support. BOS explained t... (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 -
Decision Reference DRN-4075685
13 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4075685 The complaint Miss K has complained that National Westminster Bank Plc (“NatWest”) failed to properly support her when she disclosed she has a gambling addiction Background Miss K has said that in 2020 she contacted NatWest to ask if it could block gambling transactions on her ... (3 pages)View decision
