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-6253020
26 Mar 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6253020 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) lent irresponsibly to him. What happened RBS agreed the following three loans for Mr M: - On 10 November 2021 it gave a £5,000 loan to be repaid over 24 months. The monthly repayment was around £225 per m... (5 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-5395763
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5395763 The complaint Mr M complains that despite having gambling block enabled on his account that Monzo Bank Ltd (“Monzo”) allowed five gambling transactions to go through in one day resulting in him losing £2,100. What happened Mr M has a gambling addiction and made Monzo aware ... (3 pages)View decision -
Decision Reference DRN-5938303
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5938303 The complaint Mr S complains Monzo Bank Ltd failed to meaningfully intervene when he was gambling. What happened Mr S complained to Monzo, he told it he’d gambled significant amounts of money over a period of a little over a year. This gambling was despite Mr S being regis... (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-6053580
23 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6053580 The complaint Mr H has complained that HSBC UK Bank Plc (“HSBC”) failed to identify, intervene, and provide support in response to clear and escalating signs of gambling-related spending on his account. Mr H says that this particularly became a problem between 21 May 2025 a... (3 pages)View decision -
Decision Reference DRN-5402725
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5402725 The complaint Miss H has complained that Starling Bank Limited (“Starling”) didn’t block all of her gambling transactions, despite informing Starling of her gambling issues on 24 July 2022. What happened In July 2022, Miss H contacted Starling to explain that she had an iss... (3 pages)View decision -
Decision Reference DRN-5656441
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5656441 The complaint Mrs W has complained that Nationwide Building Society (“Nationwide”) failed to stop her spending money on gambling transactions. What happened Mrs W says that since 2022 she has spent large amounts of money from her Nationwide account on gambling transactions. ... (4 pages)View decision -
Decision Reference DRN-6313516
24 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6313516 The complaint Mr C is complaining that Capital One (Europe) plc (Capital One) failed to block gambling transactions on his account. What happened Mr C took out a credit card with Capital One in 2020 and in October 2025 he disputed three gambling transactions that were made u... (3 pages)View decision -
Decision Reference DRN-6188113
5 Mar 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6188113 The complaint Miss H complains that Revolut Ltd (Revolut) failed to identify that she was gambling compulsively and they didn’t provide appropriate support when she raised this with them and requested help. What happened I issued a provisional decision on this complaint, inv... (7 pages)View decision