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-2898833
15 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2898833 The complaint Mr O complains that Santander UK plc (“Santander”) registered a fraud prevention marker against him without due cause. What happened On 11 September 2020, Mr O received payments into his account totalling approximately £11,500. Some of these funds were moved to a ... (4 pages)View decision -
Decision Reference DRN8022645
18 Feb 2020 TSB Bank plc UpheldBanking and creditComplaintMr P has complained that TSB Bank plc won’t refund transactions, which he says he didn’t make, and that it registered a fraud marker against him.BackgroundMr P is disputing six payments totalling £12,921.70 to a gentleman’s club. The payments included three single transactions for... (5 pages)View decision -
Decision Reference DRN-1865415
17 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-1865415 The complaint Mr and Mrs M have complained that Bank of Scotland plc (trading as Birmingham Midshires and referred to here as BM) wrongly allowed an unknown third party to change the address on one of their mortgage accounts. This has had an impact on Mr and Mrs M’s credit file... (3 pages)View decision -
Decision Reference DRN-2581934
31 Mar 2021 N26 Bank GmbH UpheldBanking and PaymentsDRN-2581934 The complaint Mr G is unhappy about the service he received from N26 Bank GmbH when he raised a chargeback claim. What happened Mr G purchased some flights using his N26 Bank debit card. Mr G didn’t receive confirmation of the flight booking or any flight tickets and therefore ... (3 pages)View decision -
Decision Reference DRN-4687562
8 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4687562 The complaint Mr K has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened In 2021, Mr K received £1,500 of fraudulent funds. He transferred some of it away in euros as an international payment, and sent the rest ... (3 pages)View decision -
Decision Reference DRN-5165444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5165444 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held a current account with Monzo. On 27 and 28 February 2024, th... (3 pages)View decision -
Decision Reference DRN-4354665
7 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4354665 The complaint Mr S complains that Monzo Bank Ltd have unfairly taken £1,800 from him that was reported as fraudulent. He’d like the funds returned to him. What happened Mr S held an account with Monzo. In January 2023 he transferred in £1,800 from an account he held with an e-m... (3 pages)View decision -
Decision Reference DRN-3557863
21 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3557863 The complaint Mr D is unhappy that Barclays Bank UK PLC closed his bank account and loaded fraud markers against his name. What happened Mr D held an account with Barclays. In May 2021, Mr D received a letter from Barclays informing him that it’d frozen his account. It told Mr ... (3 pages)View decision -
Decision Reference DRN-2964324
28 Jan 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-2964324 The complaint Mr A complains that Nationwide Building Society registered a marker against him at CIFAS, the national fraud database. What happened Mr A has said that he lost his debit card and was unaware that a large payment, in excess of £25,000 had been paid into his account... (3 pages)View decision -
Decision Reference DRN-3706931
17 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3706931 The complaint Mrs M complains that Sainsbury's Bank Plc failed to protect her account and provided poor customer service. What happened Mrs M was subject to an account takeover on her Sainsbury’s credit card account. The fraudster was able to obtain enough detail about her... (4 pages)View decision