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-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-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-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 -
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-3563442
26 Sep 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3563442 The complaint Mr M is unhappy that TSB Bank plc didn’t take any action to stop the repeated transactions he made to companies involved with gambling from leaving his account. What happened Mr M has a gambling addiction, and over several years he transferred large amounts of mon... (2 pages)View decision -
Decision Reference DRN-4020192
28 Mar 2023 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4020192 The complaint Mr C complains that JAJA FINANCE LTD (JAJA) allowed him to make gambling transactions using his credit card after he asked them not to allow these types of transactions. What happened Mr C says that since JAJA replaced his MasterCard with a Visa card, he has been ... (3 pages)View decision -
Decision Reference DRN-5240245
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5240245 The complaint Mr W is unhappy that HSBC UK Bank Plc allowed him to spend a large sum of money in a short space of time on gambling websites. What happened In September 2024, Mr W received a large sum of money into his HSBC bank account. Shortly afterwards, Mr W made a large ... (3 pages)View decision -
Decision Reference DRN-3722894
22 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3722894 The complaint Mr W complains that the block Barclays Bank UK PLC (“Barclays”) put on his account for gambling transactions was removed allowing him to gamble. What happened The circumstances that led to this complaint are well known by both parties. In summary Mr... (3 pages)View decision -
Decision Reference DRN-4590623
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4590623 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) failed to act on his request to limit the use of his debit card to ATM withdrawals which resulted in him being able to spend all his available funds on gambling sites. What happened Mr S has a problem ... (4 pages)View decision -
Decision Reference DRN-4364704
15 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4364704 The complaint Mr J complains, via his solicitor, that HSBC UK Bank Plc didn’t stop transactions from his bank account to gambling operators despite signs of potential gambling addiction and financial difficulty. I have mostly referred to Mr J in this decision. What happened Mr ... (3 pages)View decision
