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-4879426
23 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4879426 The complaint Mr G complains Clydesdale Bank Plc (trading as Virgin Money) registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr G opened an account with Virgin Money in August 2023. On 22 September a £70 cre... (3 pages)View decision -
Decision Reference DRN-3399462
23 May 2022 J D Williams & Company Limited Not upheldConsumer CreditDRN-3399462 The complaint Mr Q says that J D Williams & Company Limited (‘JDW’) has not resolved his complaint about fraud on his account to his satisfaction. What’s happened? On 17 October 2020, a parcel from JDW which Mr Q hadn’t ordered was delivered to his address. He signed into h... (3 pages)View decision -
Decision Reference DRN-2700797
30 Mar 2021 Barclays Bank UK PLC UpheldMortgagesDRN-2700797 The complaint Mr S complains that Barclays Bank UK PLC recorded an entry about him on a fraud prevention database in connection with his mortgage. What happened Mr S applied to renew his motor insurance, and was turned down. He then discovered that Barclays had also made an ent... (2 pages)View decision -
Decision Reference DRN-5688859
4 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5688859 The complaint Mr A complains about the way in which Barclays Bank UK Plc handled two chargeback requests. He has also complained that the bank closed his account and that it placed a CIFAS marker against his name. What happened Mr A had a loan with a different lender – not B... (2 pages)View decision -
Decision Reference DRN-4111725
4 May 2023 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4111725 The complaint Mr P complains that Sainsbury’s Bank Plc are holding him liable for credit card transactions he says he didn’t make. He’d like the transactions refunded. What happened Mr P has appointed representatives for this complaint – but for ease of reading I’ll refer solel... (4 pages)View decision -
Decision Reference DRN-5497279
22 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5497279 The complaint Mr F complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. Whilst he brings this complaint with the help of a representative, I will mostly refer to Mr F in this decision because t... (5 pages)View decision -
Decision Reference DRN-2662754
28 Apr 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2662754 The complaint Mr H complains on behalf of his business, B, that Barclays Bank UK PLC wrongly placed a fraud marker against B closed B’s bank account causing serious repercussions for B. What happened Mr H held personal and business accounts with Barclays. Mr H is the director o... (4 pages)View decision -
Decision Reference DRN-4626094
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4626094 The complaint Miss M has complained that Santander UK plc didn’t remove fraud-related markers from her record in 2022 when they said they would. What happened Santander decided to close Miss M’s account in 2021 after a large credit was paid into her account. They also placed a ... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN-5933931
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5933931 The complaint Mr K complains Lloyds Bank PLC wrongly loaded a fraud marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr K held an account w... (3 pages)View decision