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
-
Decision Reference DRN-5206079
17 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5206079 The complaint Mr W complains that Barclays Bank UK PLC unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr W had a savings account with Barclays. Mr W has explained that he acts as a middleman buying and selling airline tickets to ... (4 pages)View decision -
Decision Reference DRN-5502202
24 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5502202 The complaint Ms C complains HSBC UK Bank Plc recorded a marker at Cifas and then took too long to remove it and tell her what was happening. What happened A summary of what happened is below. Ms C applied for an account with HSBC in February 2024 but there was no update as ... (2 pages)View decision -
Decision Reference DRN1134856
30 Mar 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complained about Liverpool Victoria Insurance Company Limited placing a marker against him on a fraud database.backgroundMr A took out car insurance with LV. LV said that Mr A knowingly gave an inaccurate address so as to get a cheaper premium. In October 2017, LV canc... (2 pages)View decision -
Decision Reference DRN-4101500
27 Apr 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4101500 The complaint Miss B complains that Santander UK Plc closed her account and will not re-open it. What happened In summary, Miss B received two transfers which were flagged by the sending bank as fraudulent. As a result, a block was placed on her account and Santander eventually... (2 pages)View decision -
Decision Reference DRN-4474523
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4474523 The complaint Mr A has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In spring 2022, Mr A received over £3,000 into his Monzo account. It came from a victim of crime who’d been defrauded into paying Mr A. Mr ... (2 pages)View decision -
Decision Reference DRN-3997438
2 Mar 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3997438 The complaint Ms A complains that TSB Bank plc unfairly restricted and closed her accounts. What happened Ms A is the owner and director of a company, which I’ll refer to as “M”. Both Ms A and M banked with TSB. Ms A held a current account and savings account with the bank. M o... (3 pages)View decision -
Decision Reference DRN-5334764
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5334764 The complaint Miss R complains that Barclays Bank UK PLC unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss R had an account with Barclays. In December 2019, Barclays closed Miss R’s account. They’d been made aware her account had r... (4 pages)View decision -
Decision Reference DRN-5436373
1 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5436373 The complaint Mr O complains that Santander UK Plc (“Santander”) unfairly lodged a marker against him with a fraud prevention agency and racially profiled him whilst visiting a branch. What happened Mr O explained that towards the end of 2020, he was sent £200. In early 2021... (5 pages)View decision -
Decision Reference DRN-5707938
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5707938 The complaint Mr P complains HSBC UK Bank Plc treated him unfairly when it recorded a false application marker with Cifas (a fraud database). He’d like HSBC to delete the entry against him. What happened Mr P applied for an account with HSBC in February 2021, but after the b... (2 pages)View decision -
Decision Reference DRN-4122423
16 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4122423 Complaint Mr S is unhappy with Santander UK Plc’s decision to close his account. Background Mr S had an account with Santander. In November 2022, he applied for an ISA. His application was subject to checks and Santander discovered fraud markers had been recorded against his na... (2 pages)View decision