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 5830 results
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Decision Reference DRN-6214603
7 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6214603 The complaint Mr P complains Bank of Scotland plc trading as Halifax (Halifax) didn’t intervene when he was spending large amounts gambling. What happened Mr P says he started gambling excessively between April and September 2019. Mr P says this spending was funded by shor... (3 pages)View decision -
Decision Reference DRN-3882328
12 May 2023 Skrill Limited Not upheldBanking and PaymentsDRN-3882328 The complaint Mr R has complained that Skrill Limited allowed him to gamble online in a country where online gambling is largely prohibited. What happened Mr R lives in Norway and has explained that gambling is heavily restricted there and only specific licenced companies can p... (5 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-6109814
23 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6109814 The complaint Mr M complains that Monzo Bank Ltd failed to give him adequate support following his disclosure to it of his gambling addiction, resulting in his making a large number of gambling payments after being coerced to do so. What happened Mr M initially contacted Mon... (4 pages)View decision -
Decision Reference DRN-5061384
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5061384 The complaint Mr S has complained that Monzo Bank Ltd failed to block gambling transactions from leaving his account despite having a gambling block in place at the time. Background Mr S has a bank account with Monzo. He has explained that he has a compulsive spending proble... (3 pages)View decision -
Decision Reference DRN-5905260
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905260 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to recognise and protect him from gambling related harm. What happened Mr M has a current account and a debit card with Barclays which he’s had since 2020. He has a credit card with Barclaycard too, but this ... (3 pages)View decision -
Decision Reference DRN-5939376
8 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5939376 The complaint Miss P complained that The Royal Bank of Scotland Plc (RBS) failed in its duty to protect her by allowing her to spend significant amounts on gambling. What happened Miss P told RBS in March 2025 that she was struggling with gambling. The call handler referred... (2 pages)View decision -
Decision Reference DRN-6030757
26 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6030757 The complaint Mr F complains that Starling Bank Limited failed to offer him support or to act to prevent his financial difficulties due to heavy gambling losses in 2019. What happened In July and August 2019 through his account with Starling, Mr F spent thousands of pounds o... (3 pages)View decision -
Decision Reference DRN-4649878
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4649878 The complaint Mr E is complaining that Barclays Bank UK PLC allowed gambling transactions on his account while he had a gambling block in place. What happened In July 2023 Mr E made payments totalling £135 to an online gambling website. The following day, Mr E contacted Barclay... (2 pages)View decision -
Decision Reference DRN-5150238
8 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5150238 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) allowed him to make gambling payments. What happened Mr B was a heavy gambler – by his own admission. He says he made payments from his Lloyds account totalling £6,000. He says these should not have been allowed as h... (2 pages)View decision