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-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 DRN7414816
1 Jun 2016 Avantcredit Of Uk, Llc UpheldBanking and creditMr L complains that Avantcredit of UK Llc first offered him a loan but then withdrew the offer. He says that he had made arrangements to consolidate his debts when the loan was offered, and the withdrawal has left him in financial difficulty. backgroundMr L applied ... (2 pages)View decision -
Decision Reference DRN5768140
6 Jul 2020 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr and Mrs P complain that Nationwide Building Society (Nationwide) didn’t add Mrs P to her husband’s current account in 2017, prejudicing Mrs P’s position. background Mr P has a flex current account with Nationwide. Mrs P opened an individual savings account (ISA) wit... (3 pages)View decision -
Decision Reference DRN-4511407
14 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4511407 The complaint A limited company, which I’ll refer to as W, complains that HSBC UK Bank Plc incorrectly required loan repayments on the wrong dates. W says this resulted in the bank putting its Bounce Back Loan (“BBL”) into default and registering Cifas and late payment markers ... (4 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 pages)View decision -
Decision Reference DRN1128796
27 Mar 2018 Santander UK Plc Not upheldBanking and creditMrs J has complained that Santander UK Plc changed the name and correspondence address on her mortgage account without her authority. Mrs J is also unhappy about a default balance on a current account, which she says she didn’t open.backgroundMrs J has a mortgage acc... (3 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-2004478
26 Nov 2020 Leeds Building Society Not upheldMortgagesDRN-2004478 The complaint Mr and Mrs B are unhappy about a mortgage valuation carried out on behalf of Leeds Building Society (LBS). To settle the complaint Mr and Mrs B want LBS to compensate them for their losses, due to the inaccurate valuation and the failure of LBS to progress an appe... (3 pages)View decision -
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