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-2651018
26 May 2021 Bank of Ireland (UK) Plc UpheldMortgagesDRN-2651018 The complaint Mr A complains that Bank of Ireland (UK) Plc (BoI) made an entry about him on a fraud prevention database following an application he made for a buy to let mortgage. What happened In 2018, Mr A applied via a broker to BoI for a buy to let mortgage. It refused the ... (2 pages)View decision -
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-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-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 DRN-5004103
6 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5004103 The complaint Mr G complains that Vanquis Bank Limited (“Vanquis”) sent his new credit card and other documents to the wrong address, which led to fraudulent activity on his account and fraudulent credit applications being made in his name. What happened Mr G holds a credi... (3 pages)View decision -
Decision Reference DRN-4620132
13 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4620132 The complaint Mr S has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2020, Mr S’s Santander accounts received the proceeds of fraud. The money was transferred between Mr S’s accounts using his online ban... (3 pages)View decision -
Decision Reference DRN-3204850
8 Dec 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3204850 The complaint Mr Z has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened Mr Z had a credit card with Lloyds. In October 2018, he called them to arrange a direct debit to pay off his card’s full balance. The outs... (3 pages)View decision -
Decision Reference DRN-3449362
14 Jun 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3449362 The complaint Mr H has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened On 24 September 2020, Mr H was sent two payments: one for £500, and one for £600. He forwarded these payments on to another account of his... (3 pages)View decision -
Decision Reference DRN-5097216
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5097216 The complaint Mr Y complains Metro Bank PLC registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr Y held an account with Metro. On 11 February 2022 ... (3 pages)View decision -
Decision Reference DRN-2653039
22 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2653039 The complaint Mr J complains that Barclays Bank UK PLC blocked and closed his account. And registered a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. What happened Mr J had a basic bank account with Barclays. On 18 September 2019, an international faster... (4 pages)View decision