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 5297 results
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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-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (3 pages)View decision -
Decision Reference DRN-3990300
6 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3990300 The complaint Mrs S says that Santander UK Plc let her down and didn’t provide enough support when she started gambling in March 2020. What happened Mrs S says she contacted Santander in October 2017 and that blocks were applied to her accounts at that time to stop her from gam... (10 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-5693210
4 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693210 The complaint Mr C complains The Royal Bank of Scotland Plc failed in its duty of care to him as its gambling block didn’t stop payments going to an overseas gambling website. What happened Mr C has an account with the Royal Bank of Scotland (“RBS”) and a credit card. Mr C s... (2 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-5710209
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710209 The complaint Mr D complains that Barclays Bank UK PLC allowed him to continue gambling through his current account despite having applied a gambling block online. There was a second part to this complaint raised with Barclays relating to customer service and the handling of... (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 -
Decision Reference DRN-2748482
3 May 2021 Nationwide Building Society Not upheldConsumer CreditDRN-2748482 The complaint Mr W complains that Nationwide Building Society irresponsibly lent money to him. What happened Mr W says he applied for and was given a Nationwide loan for over £24,000 in 2017. He says that lending was irresponsible and the loan unaffordable due to his gambling p... (2 pages)View decision -
Decision Reference DRN-4531422
31 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4531422 The complaint Mr W complains that TSB Bank plc failed to notice that he was spending large sums on gambling and failed to offer him support or advice. What happened Mr W has had an account with TSB since 2017. In July 2023 he complained to TSB that, as a recovering gambling add... (2 pages)View decision
