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-4358615
6 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4358615 The complaint Mr A has complained that Barclays Bank UK PLC registered a marker against him at CIFAS, the national fraud database. What happened In early 2022, Mr A received around £27,000 into his Barclays current account. The money was then passed between Mr A’s other account... (3 pages)View decision -
Decision Reference DRN-3997429
2 Mar 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3997429 The complaint A company, which I’ll refer to as “M”, complains that TSB Bank plc unfairly closed its current account and terminated its Bounce Back Loan facility. Ms A is M’s director and brings the complaint on its behalf. What happened M opened a current account and savings a... (5 pages)View decision -
Decision Reference DRN5543801
29 Jan 2020 Bank of Scotland Plc UpheldBanking and creditMr H has complained about his treatment by Bank of Scotland plc (‘the bank’) when it said his account with the bank had received a fraudulent payment. backgroundThe bank wrote to Mr H in those terms in early July 2018. It said it would be closing the account (or ‘withdrawing facilities’) 6... (3 pages)View decision -
Decision Reference DRN-4686993
1 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4686993 The complaint Mr N has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In early 2022, Mr N’s Starling account received money from a victim who’d been defrauded into paying Mr N. This money was mostly sen... (3 pages)View decision -
Decision Reference DRN-6003188
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6003188 The complaint Mr I complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr I received a payment into his Monzo account through a bank transfer in May 2023. So... (3 pages)View decision -
Decision Reference DRN-2577265
17 Mar 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2577265 The complaint Mr C complains that Bank of Scotland plc trading as Halifax wrongly recorded a marker at CIFAS, the national fraud database. What happened Mr C explains he was the victim of identity theft in 2014. An account was opened by a fraudster in his name with Halifax and ... (3 pages)View decision -
Decision Reference DRN-3748995
1 Nov 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3748995 The complaint Mr T has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened Mr T opened several accounts with Lloyds. He later received over £2,000 across a number of payments. He transferred this money between his... (3 pages)View decision -
Decision Reference DRN-4225033
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4225033 The complaint Mr O has complained that HSBC UK Bank Plc (trading as first direct) registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In late 2022, Mr O received £1,3... (3 pages)View decision -
Decision Reference DRN-4083558
17 Apr 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4083558 The complaint Mr O has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In 2020, Mr O opened an account with Starling. He received and transferred on various sums of money. Starling received a report that... (3 pages)View decision -
Decision Reference DRN-3997341
1 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3997341 The complaint Miss O has complained that Santander UK Plc registered a marker against her at CIFAS, the national fraud database. What happened Miss O had a current account with Santander. In July 2020, she opened a savings account too. In August 2020, Miss O’s savings account r... (5 pages)View decision