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-5729105
30 Oct 2025 Equifax Limited UpheldConsumer CreditDRN-5729105 The complaint Mr S complains Equifax Limited allowed a fraudster to set up a second account and compromise his personal data. What happened Mr S was unfortunately the victim of fraud previously. To safeguard himself from this potentially happening again, he changed a lot of ... (3 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-2289828
11 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2289828 The complaint Mr H complains that Santander UK Plc has unfairly registered fraud markers on national databases. What happened Mr H says he found out about the markers when he tried to get a mortgage from a different business. He says that he hadn’t used his account at Santander... (3 pages)View decision -
Decision Reference DRN-3879672
8 Jun 2023 Bank of Ireland (UK) Plc UpheldMortgagesDRN-3879672 The complaint Ms F is unhappy that Bank of Ireland (UK) Plc declined her mortgage application then recorded a marker against her on a fraud prevention database. What happened Ms F made a joint mortgage application to Bank of Ireland on 5 April 2017 to purchase a property. Bank ... (3 pages)View decision -
Decision Reference DRN-4399765
6 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4399765 The complaint Mr S complains that Barclays Bank UK PLC conducted searches which appeared on his file, with CIFAS. He also complains that Barclays incorrectly told him it was reviewing his account and his account had been closed. He says this caused him trouble and upset. What h... (3 pages)View decision -
Decision Reference DRN8525579
5 Sep 2018 Equifax Limited UpheldBanking and creditMs L complains that Equifax Ltd didn’t protect her personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Ms L’s name, date of birth and phone number. Equifax accepted that Ms L could be exposed to cold ... (2 pages)View decision -
Decision Reference DRN-3247861
19 Jan 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3247861 The complaint Mrs M complains Clydesdale Bank Plc trading as Virgin Money (Virgin) haven’t updated her name on her current account with them leading to significant problems for her. What happened I issued a provisional decision setting out what’d happened, and what I thought a... (6 pages)View decision -
Decision Reference DRN-2899063
2 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2899063 The complaint Mr K is unhappy National Westminster Bank Plc (“NatWest”) have applied a fraud prevention marker (“a Cifas marker”) against him which is having an on-going impact on his finances. What happened Mr K contacted NatWest in June 2020 after discovering they had applied... (5 pages)View decision -
Decision Reference DRN-2478297
15 Jan 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2478297 The complaint Miss D complains that Santander UK Plc has closed her account and registered a marker at CIFAS, the national fraud database. What happened Miss D says she agreed to receive money from the Uncle of a friend who she knew well for his educational fees and then send t... (3 pages)View decision -
Decision Reference DRN-3545656
31 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3545656 The complaint Mr M complains that Barclays Bank UK PLC held him liable for transactions on his account that he didn’t recognise and lodged markers with fraud prevention organisations. What happened Mr M became aware of a number of incoming and outgoing payments using his accoun... (3 pages)View decision