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 4945 results
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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-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-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-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-5652073
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652073 The complaint Mr O complains Revolut allowed him to make several transactions to a named gambling company on 2 January 2025, despite Revolut being aware of his compulsive gambling and having a gambling block in place. What happened Mr O explained he sadly suffers with compul... (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 -
Decision Reference DRN-5706702
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5706702 The complaint Mr T complains that he’s been able to circumvent Revolut Ltd’s (Revolut) gambling block by closing his account and opening a new one to continue gambling. Mr T is unhappy that Revolut failed to prevent him from doing this. What happened Mr T holds an account w... (3 pages)View decision -
Decision Reference DRN-4365712
12 Oct 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4365712 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to stop payments made to a merchant for gambling or reach out to help despite knowing he had a gambling problem. What happened Mr S held an account with Monzo and had activated a gambling block on his account. On... (3 pages)View decision
