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 DRN4221591
1 Mar 2019 Clydesdale Bank Plc Not upheldBanking and creditMr S complains that Clydesdale Bank Plc (Clydesdale) has unfairly recorded negativeinformation about him on industry databases.backgroundI issued a provisional decision on this complaint in January. In that I said I wasn’t intending to uphold Mr S’s complaint, because I t... (4 pages)View decision -
Decision Reference DRN-5093305
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5093305 The complaint Mr L complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr L held an account with Revolut. On 5 August 2023 it received a credit of £4... (3 pages)View decision -
Decision Reference DRN-4756691
15 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4756691 The complaint Mr N complains about the action Santander Bank plc took in relation to concerns it had about the legitimacy of a newly applied for credit card. He wants £500 compensation. What happened Both sides are familiar with the case, so I’ll summarise things in brief. In J... (2 pages)View decision -
Decision Reference DRN7675449
19 Jun 2018 Clydesdale Bank Plc Not upheldBanking and creditMs S complained because Clydesdale Bank Plc didn’t pay her a £250 incentive for switching current accounts.backgroundClydesdale offered an incentive to customers who switched their current account to it. Ms S applied for the account online and was asked to send further... (3 pages)View decision -
Decision Reference DRN-5140624
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5140624 The complaint Mr D complains that Nationwide Building Society unfairly registered a marker about him at Cifas, the national fraud database. He is also unhappy that Nationwide closed his account. What happened Mr D had a basic account with Nationwide which he’d opened in 201... (5 pages)View decision -
Decision Reference DRN-3749476
18 Oct 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3749476 The complaint Mr M complains Santander UK Plc registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint on 14 September 2022. I’ve set this out below. These were my pro... (4 pages)View decision -
Decision Reference DRN-5968930
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5968930 The complaint Miss U complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will refer to Miss U in my decision because she held the releva... (3 pages)View decision -
Decision Reference DRN-5262162
28 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5262162 The complaint Mr C complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, explaining why I didn’t intend to uphold it. I invited both part... (5 pages)View decision -
Decision Reference DRN6139449
20 Mar 2015 Lloyds Bank PLC Not upheldBanking and creditMr W, who is represented by his father, complains Lloyds Bank PLC closed his account and registered his details with CIFAS.backgroundMr W’s father opened an account for his with Lloyds Bank. Mr W’s father says that his son noticed transactions that he had not carried o... (1 page)View decision -
Decision Reference DRN-2578182
27 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2578182 The complaint Mr G complained because Barclays Bank UK PLC, trading as Barclaycard, refused to refund him for four payments which he said he didn’t authorise. What happened Between 6 and 17 September 2019, four transactions debited Mr G’s Barclaycard. The largest two, for £178.... (4 pages)View decision