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
-
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-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-3328859
19 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3328859 The complaint Mr O is unhappy that Bank of Scotland plc (“BOS”) didn’t automatically apply a gambling transaction block to his replacement debit card. What happened Mr O contacted BOS and advised that he suffered with gambling issues and asked for BOS’s support. BOS explained t... (2 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-4075685
13 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4075685 The complaint Miss K has complained that National Westminster Bank Plc (“NatWest”) failed to properly support her when she disclosed she has a gambling addiction Background Miss K has said that in 2020 she contacted NatWest to ask if it could block gambling transactions on her ... (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 -
Decision Reference DRN-5803846
30 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5803846 The complaint Mr M complains that Santander UK Plc allowed him to carry on gambling despite being aware that he had a problem with gambling. He feels Santander failed its regulatory obligations and in its duty of care. What happened Mr M used his Santander account to gamble ... (3 pages)View decision -
Decision Reference DRN-5792462
24 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5792462 The complaint Mr C is unhappy with JP Morgan Europe Limited trading as Chase. Mr C said he warned Chase of his previous gambling addiction issues. He said Chase failed to act and didn’t put appropriate safeguards in place to prevent harm. Mr C said Chase allowed large sums ... (3 pages)View decision -
Decision Reference DRN-4956641
5 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4956641 The complaint Mr H is unhappy with Revolut Ltd. Mr H put in place a gambling block on his Revolut account to stop him using gambling websites. But through using open banking and transfers he was able to gamble £1,200 within 24 hours. Mr H said the block didn’t work and wasn’... (2 pages)View decision