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 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 DRN2467164
29 Aug 2013 National Westminster Bank Plc UpheldBanking and creditMr W complains that National Westminster Bank Plc has sent him confidential information in the post, relating to over 40 different people. our initial conclusionsThe adjudicator recommended that the complaint should be upheld. She said that the bank should pay Mr W £200 for distr... (2 pages)View decision -
Decision Reference DRN-1833570
24 Aug 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1833570The complaintMiss O complains that Bank of Scotland plc trading as Halifax UK has closed her accounts and recorded a marker at CIFAS, the national fraud database. What happenedHalifax received a report that a payment of £400 credited to one of Miss O’s accounts wasn’t authorised... (3 pages)View decision -
Decision Reference DRN-5631763
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5631763 The complaint Mr K has complained Santander UK plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2024 Santander received a fraud report from another bank about a payment made into Mr K’s Santander account. This pay... (2 pages)View decision -
Decision Reference DRN2218719
29 Jun 2016 Sainsbury's Bank Plc Not upheldBanking and creditMr R complains that Sainsbury’s Bank Plc reported his loan application to the Credit Industry Fraud Avoidance System (CIFAS) as it considered he had supplied invalid information.backgroundMr R applied to Sainsbury’s for a loan and it requested additional documents and... (1 page)View decision -
Decision Reference DRN-5973574
4 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5973574 The complaint Mr G complains Capital One (Europe) plc treated him unfairly in relation to a credit card application he made. He says because of this, he’s lost out financially and been put to a lot of trouble and upset. What happened I issued a provisional decision on this c... (7 pages)View decision -
Decision Reference DRN-4941875
14 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4941875 The complaint Mr S complains that Lloyds Bank PLC unfairly closed his accounts. What happened Around March, Lloyds wrote to Mr S giving him notice that the bank would be closing the accounts he held with it. Mr S is unhappy that Lloyds didn’t explain its decision. He also co... (2 pages)View decision -
Decision Reference DRN-5052491
14 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052491 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since October 2021. In 2024 Miss A was told by Monzo that they were closing her account. T... (2 pages)View decision -
Decision Reference DRN-6051153
8 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6051153 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O opened an account with Monzo in February 2024. In June 2025 Monzo received a fraud report from another bank about two payment... (2 pages)View decision -
Decision Reference DRN-3837000
17 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3837000 The complaint Mr D complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says he wasn’t involved in any fraudulent activity on the account. And that the marker is affecting his ability to access f... (4 pages)View decision