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 4547 results
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Decision Reference DRN-3601494
31 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3601494 The complaint Mr D complains that HSBC UK Bank Plc failed, when he asked, to put a stop on his account to restrict gambling. This led to him losing a large amount of money.. What happened Mr D says he went into the local branch of his bank on 27 November 2020 and asked for a st... (2 pages)View decision -
Decision Reference DRN-4145638
20 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4145638 The complaint Miss M complains that Barclays Bank Plc failed to apply a gambling block to her debit card. What happened Miss M holds a current account with Barclays. In May 2022 a new debit card (ending *6025) was issued to her for this account, but Miss M did not start using i... (2 pages)View decision -
Decision Reference DRN-4768495
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768495 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund payments he says he made as part of a scam. He’s also unhappy with how NatWest has supported him regarding compulsive gambling. What happened Mr C holds a current account with NatWest. Be... (4 pages)View decision -
Decision Reference DRN-4471132
16 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4471132 The complaint Ms M complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave her different information surrounding gambling blocks that were available to her and that she was able to easily remove blocks herself. Ms M feels the support given by Halifax isn’t suffi... (4 pages)View decision -
Decision Reference DRN-4965052
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4965052 The complaint Miss H complains that Starling Bank Limited allowed gambling transactions to debit from her account while she had a gambling block turned on and that it failed to take action when it could see her making repeated large transactions. What happened Miss H has a ... (4 pages)View decision -
Decision Reference DRN-5216449
18 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5216449 The complaint Miss R complains that Nationwide Building Society failed to block gambling transactions from her account. What happened Miss R holds an account with Nationwide. In February 2023, she called Nationwide to ask for help with her gambling problem. At the time, Nati... (3 pages)View decision -
Decision Reference DRN-4176940
18 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4176940 The complaint Mr H complains that the gambling block applied to his account with National Westminster Bank Plc (“NatWest”) failed to stop gambling transactions from going through as expected. Mr H wants all gambling transactions made on his account refunded. What happened Durin... (3 pages)View decision -
Decision Reference DRN-4837811
24 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4837811 The complaint Ms S complains that TSB Bank plc failed to carry out her instructions to block payments to gambling operators causing her to lose a great deal of money. What happened Ms S said she suffered a nervous breakdown in 2020 which resulted in a gambling addiction. She sa... (4 pages)View decision -
Decision Reference DRN-5042807
24 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5042807 The complaint Mr H complains that Revolut Ltd (“Revolut”) didn’t provide enough support to help him stop gambling. Mr H believes that Revolut should’ve done more as there were high levels of gambling transactions shown on his account. What happened In November 2023 through ... (4 pages)View decision -
Decision Reference DRN-2970533
7 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2970533 The complaint Mr B complains Bank of Scotland plc (trading as “Halifax”) allowed him to spend over £10,000 on gambling transactions when he had a gambling freeze applied to his account. What happened Mr B has a number of accounts with Halifax including a basic account. Mr B app... (3 pages)View decision
