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
-
Decision Reference DRN-1650217
4 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1650217 The complaint Mr D complains that Santander UK Plc has closed his account and registered a fraud marker on national databases. What happened Santander received a report that a payment into Mr D’s account for £300 on 19 August 2019 was fraudulent. It contacted Mr D and asked him... (3 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-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-5672348
13 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5672348 The complaint Miss P complains that TSB Bank plc restricted and then closed her account without good reason. She complains too that it has registered her details with CIFAS, the UK’s main fraud prevention agency. What happened Miss P held a Cash Account with TSB. In early De... (2 pages)View decision -
Decision Reference DRN8847411
1 Jul 2020 Metro Bank PLC Not upheldBanking and creditMr C, represented by Ms R, complains that Metro Bank Plc filed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says that he had nothing to do with fraudulent activity on his account, and that the marker is preventing him from getting another bank account. He wa... (8 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 DRN9514372
9 Jun 2016 TSB Bank plc Not upheldBanking and creditP, a company, complains that it’s been a victim of fraud, resulting in a fraudulent credit being received on to its account and a fraudster then removing those funds. P is unhappy about how TSB Bank plc has responded to these circumstances. P’s complaint is referred ... (3 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-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