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-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-5441530
19 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5441530 The complaint Mr H complains Lloyds Bank PLC didn’t intervene when he started compulsive gambling in 2024. What happened Mr H explained during 2024 he started to regularly sign up to and frequently use online gambling services. Mr H said he started to realise he had a proble... (3 pages)View decision -
Decision Reference DRN-4828866
5 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828866 The complaint Mr F complains that HSBC UK Bank Plc should have noticed his spending and exercised a duty of care to intervene to help him with his gambling addiction. Mr F would like to be refunded £16,500 for funds he received in September 2020 and subsequently lost. What ... (3 pages)View decision -
Decision Reference DRN-2917674
4 Aug 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2917674 The complaint Mr B complains that MBNA Limited allowed him to make large credit card payments to gambling websites without intervening. What happened Mr B had a credit card account with MBNA. He also had a gambling addiction. In a single day in April 2019, he made seven payment... (3 pages)View decision -
Decision Reference DRN-5735326
6 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735326 The complaint Mr Y complained that Santander UK Plc refused to refund gambling transactions, including some in a foreign currency, debited from his account while he had a gambling block turned on and international payments from his account were restricted. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision -
Decision Reference DRN-5310911
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5310911 The complaint Miss B says Barclays Bank UK PLC (“Barclays”) should refund her for several transactions on her account as she feels it should’ve blocked these or raised them with her before allowing the payments to be processed. What happened The facts of this complaint are w... (4 pages)View decision -
Decision Reference DRN-3640199
10 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3640199 The complaint Mr K has complained that Barclays Bank UK PLC failed to adequately explain how a gambling block placed on his debit card worked, which ultimately led to him incurring substantial gambling related losses. What happened Mr K has a current account with Barclays which... (3 pages)View decision -
Decision Reference DRN-4572354
5 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4572354 The complaint Mr W complains that Monzo Bank Ltd let him gamble recklessly again and again and at least twice turned off the block he’d requested on gambling transactions when Monzo knew he had a gambling problem. He said he’s had no support from Monzo. What happened Mr W has s... (3 pages)View decision -
Decision Reference DRN-3534988
9 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3534988 The complaint Mr Z has complained that National Westminster Bank Plc (NatWest) continued to allow him to place gambling transactions after he asked it to put a gambling block on is account. What happened Mr Z called NatWest on 11 December 2020 to notify it that he had a gamblin... (5 pages)View decision
