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 5333 results
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Decision Reference DRN-3855908
10 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3855908 The complaint Mr M complains that National Westminster Bank Plc (“NatWest”) allowed him to use his funds for gambling. What happened Mr M contacted NatWest in 2016 and asked them to place a gambling block on his debit card. Despite this, he was able to make payments to a bettin... (4 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-4908628
15 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4908628 The complaint Mr J complains that Nationwide Building Society unfairly decided to close his account. He’s also unhappy that Nationwide didn’t intervene to stop him using his account to fund his gambling. What happened In May 2021, Nationwide wrote to Mr J explaining that it ... (4 pages)View decision -
Decision Reference DRN-4589092
14 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4589092 The complaint Mr M complains that National Westminster Bank Plc (NatWest) did nothing to advise or assist him with his financial problems caused by gambling. What happened Mr M tells us that he suffered from a gambling addiction, going back to 2009 when he first had the account... (3 pages)View decision -
Decision Reference DRN-2802101
22 Apr 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2802101 The complaint Mr G complains that Tesco Personal Finance PLC allowed gambling transactions to go through on his credit card. What happened In November 2020, Mr G used his credit card for two gambling transactions. The first transaction was made on 1 November 2020 for £35 and th... (2 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-4343872
27 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4343872 The complaint Mr M complains that after Barclays Bank UK PLC (“Barclays”) initially saying it could block transactions to certain merchants it failed to do so as they weren’t classified as gambling. This resulted in Mr M losing money as he was able to continue gambling to these... (3 pages)View decision -
Decision Reference DRN-3137876
27 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3137876 The complaint Mr M complains that although he told Barclays Bank UK PLC about his gambling addiction in early 2021, they did nothing to help him control his gambling. Mr M would like Barclays to refund his gambling transactions because, he says, if Barclays had helped him there... (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-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision