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-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-3463103
19 May 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3463103 The complaint Mr A complains that Tesco Personal Finance PLC failed to refund transactions he didn’t make and that they incorrectly recorded information with the credit reference agencies and wrongly lodged a marker with a fraud prevention agency. What happened Mr A has explain... (5 pages)View decision -
Decision Reference DRN-3731057
2 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3731057 The complaint Mr W complains that Metro Bank PLC unfairly closed his account, lodged a fraud marker against him and provided poor customer service. What happened Mr W received a payment into his account from an organisation that he’d been helping out. Mr W had received other sm... (5 pages)View decision -
Decision Reference DRN-1424250
8 Jun 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1424250 The complaintMiss G complains National Westminster Bank Plc (“NatWest”) opened an account and then closed it shortly after. What happenedMiss G brought her complaint as she was unhappy with the response from NatWest. They told her after a review their decision to close her acco... (2 pages)View decision -
Decision Reference DRN-5681712
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5681712 The complaint Mr J has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr J applied for an account with HSBC in June 2023. His application was rejected. He subsequently found he was having difficulty getting accounts ... (2 pages)View decision -
Decision Reference DRN-5631553
14 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5631553 The complaint Miss J complains Revolut Ltd recorded a fraud marker against her at Cifas, despite her giving it relevant information. Miss J believes Revolut should compensate her for the difficulties it caused. What happened A summary of what happened is below. Miss J held ... (2 pages)View decision -
Decision Reference DRN-4511435
1 Feb 2024 Experian Limited Not upheldConsumer CreditDRN-4511435 The complaint Mr H complains Experian Limited took too long to remove incorrect information from his credit report and haven’t refunded his subscription costs in full. What happened Mr H says for a number of years he’s been subject to fraudulent credit searches from various thi... (4 pages)View decision -
Decision Reference DRN3510000
12 Oct 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss S complains that Barclays Bank UK PLC closed her account and registered a fraud prevention marker against her without due cause. background On 2 October 2016 a payment of £3000 entered Miss S’s account. There were then a series of cash withdrawals from Assisted Service Device (ASD) an... (4 pages)View decision -
Decision Reference DRN-2003450
13 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2003450 The complaintMrs K has complained that Barclays Bank UK PLC is holding her liable for transactions she says she didn’t make or otherwise authorise. What happenedOn 12 April 2019, Mrs K used her credit card and PIN for two purchases. Around 40 minutes later, her card and PIN we... (5 pages)View decision -
Decision Reference DRN-4386735
1 Dec 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4386735 The complaint Mr F complains that Nationwide Building Society (“Nationwide”) unfairly lodged a marker against him with a fraud prevention agency and closed his account. What happened In November 2019 Mr F opened a new account with Nationwide. In December 2019 he received severa... (5 pages)View decision