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 4703 results
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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-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-5111124
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5111124 The complaint Ms D has complained that Lloyds Bank PLC failed to offer her sufficient support when she started to gamble in an irrational and harmful way through her current account. Background Ms D has a current account with Lloyds. In September 2023 she added a gambling bl... (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 -
Decision Reference DRN-5059782
17 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059782 The complaint Mr T is unhappy with Monzo Bank Ltd. He said the bank failed to identify his vulnerability and didn’t protect him from his gambling addiction. What happened Mr T said he was a problem gambler and has been gambling for more than two decades. He said he prioriti... (3 pages)View decision -
Decision Reference DRN-4956641
5 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4956641 The complaint Mr H is unhappy with Revolut Ltd. Mr H put in place a gambling block on his Revolut account to stop him using gambling websites. But through using open banking and transfers he was able to gamble £1,200 within 24 hours. Mr H said the block didn’t work and wasn’... (2 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-2817429
13 May 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2817429 The complaint Miss T is unhappy that Barclays Bank UK PLC has allowed her to spend in excess of £12,000 on gambling. What happened The circumstances that led to this complaint are well-understood by both parties. In summary, Miss T held a current account with Barclays and, betw... (4 pages)View decision -
Decision Reference DRN-4876898
10 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4876898 The complaint Miss G complains that Bank of Scotland plc trading as Halifax didn’t stop her from spending over £30,000 on gambling transactions in just over a year. This complaint has been brought on Miss G’s behalf by a family member. For ease, I’ll refer to his comments as th... (2 pages)View decision
