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-5753265
20 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5753265 The complaint Mr and Mrs M complain that the correspondence address for their mortgage with Santander UK plc was changed fraudulently. They’re also unhappy with the way Santander dealt with their complaint. What happened Mr and Mrs M have a mortgage with Santander. In Octobe... (2 pages)View decision -
Decision Reference DRN-5612183
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5612183 The complaint Mr O complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 17 January 2025, Mr O received two payments into his Monzo account for £500 and £400. Monzo received notification... (3 pages)View decision -
Decision Reference DRN-3673523
28 Sep 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3673523 The complaint Mr B has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr B opened an account with Starling. A few weeks later, he received an online transfer, which he then transferred away to ... (3 pages)View decision -
Decision Reference DRN-5656746
1 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5656746 The complaint Miss W complains about how Santander UK Plc handled her recent Data Subject Access Request (DSAR). What happened Miss W requested a DSAR from Santander. Santander sent copies of all the personal information it said it held for Miss W. But, when the information ... (2 pages)View decision -
Decision Reference DRN-5586638
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5586638 The complaint Miss C complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. She wants the marker removed. What happened Miss C had an account with Monzo. On 29 July 2023 two payments of £1 and a payment for £999 were made... (5 pages)View decision -
Decision Reference DRN-4682251
14 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4682251 The complaint Mr M complains that TSB Bank plc has recorded a fraud marker against him with CIFAS, a national fraud prevention agency. What happened In mid-2022, Mr M was told that one of the accounts he held with another bank was being closed. And while complaining about the c... (5 pages)View decision -
Decision Reference DRN-5210915
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210915 The complaint Mr H complains that Revolut Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr H had an account with Revolut which he’d opened in 2023. On 4 May 2023, a payment of just over £260 was made into Mr H’s account, fro... (4 pages)View decision -
Decision Reference DRN-4379193
15 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4379193 The complaint Mr D is unhappy that Barclays Bank UK PLC have recorded a cifas marker on his credit file. He would like this to be removed. What happened Mr D says he was the victim of a crime on 10 July 2018. He’s said his friend told him about a way in which he could make mone... (4 pages)View decision -
Decision Reference DRN-4458062
8 Dec 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4458062 The complaint Mr V complains Barclays Bank UK PLC (“Barclays”) unfairly registered a fraud marker against him. What happened In May 2022, Barclays restricted Mr V’s account and asked him for source of funds information relating to a payment of £1,000 that he’d received into his... (4 pages)View decision -
Decision Reference DRN-5562713
15 May 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5562713 The complaint Mr B complains Cynergy Bank Plc (“CB”) closed his account without notice nor explanation and applied an adverse fraud marker against him. Mr B is also unhappy CB is holding him liable for payments he didn’t authorise, for the level of customer service it provid... (6 pages)View decision