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 1938 results
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Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN-2636976
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2636976 The complaint Mr O complains that Bank of Scotland plc trading as Halifax wouldn’t open a Help to Buy ISA and wrongly told him that there was information about him recorded at CIFAS, the national fraud database. What happened Mr O applied for the account on 28 November 2019. He... (2 pages)View decision -
Decision Reference DRN-2559119
2 Feb 2021 MI Money Limited Not upheldBanking and PaymentsDRN-2559119 The complaint Mrs B has complained that MI Money Ltd, trading as TotallyMoney, allowed a third party to take out credit cards in her name. What happened On 26 April 2019, Mrs B checked her status with a credit reference agency, which she uses. She discovered that TotallyMoney h... (3 pages)View decision -
Decision Reference DRN-3345733
25 Mar 2022 Santander UK Plc UpheldMortgagesDRN-3345733 The complaint Mr A complains that Santander UK Plc made an entry about him on fraud protection databases in connection with a mortgage application he made. What happened Mr A applied, jointly with his father, to Santander for a mortgage. Santander declined the application. Some... (3 pages)View decision -
Decision Reference DRN-6110487
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6110487 The complaint Mr S complains that Nationwide Building Society unfairly placed an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In October 2021, Mr S applied fo... (3 pages)View decision -
Decision Reference DRN1492898
10 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs E complains about information Barclays Bank UK PLC (Barclays) recorded on her credit file which impacted her ability to obtain credit and financial products. backgroundIn 2016 Barclays made the decision to close Mrs E’s accounts in line with their Terms and Conditions. They then applie... (2 pages)View decision -
Decision Reference DRN-2227746
2 Oct 2020 Metro Bank PLC UpheldBanking and PaymentsDRN-2227746 The complaint Mr L complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He’s also unhappy that Metro closed his accounts. He wants Metro to compensate him for the distress and inconvenience this caused. What hap... (4 pages)View decision -
Decision Reference DRN9524185
24 May 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc failed to upgrade his account when he asked it to do so. He also says that HSBC carried out searches on his credit file which have affected his ability to obtain credit. He wants HSBC to remove the searches and pay him compensati... (2 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision