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-3463103
19 May 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3463103 The complaint Mr A complains that Tesco Personal Finance PLC failed to refund transactions he didn’t make and that they incorrectly recorded information with the credit reference agencies and wrongly lodged a marker with a fraud prevention agency. What happened Mr A has explain... (5 pages)View decision -
Decision Reference DRN-4063366
14 Sep 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4063366 The complaint A limited company, which I’ll refer to as ‘T’, is unhappy that The Co-operative Bank Plc has registered a CIFAS marker against it for evasion of payment. T’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr B’. What happened In Augus... (4 pages)View decision -
Decision Reference DRN-2812318
1 Jun 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2812318 The complaint Mr W complained because National Westminster Bank Plc allowed a fraudster to open two accounts in his name. He wants NatWest to tighten its security procedures, issue him with a full apology, and pay him more compensation. What happened On 22 January 2020, two in... (3 pages)View decision -
Decision Reference DRN-3935339
9 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3935339 The complaint Mr V has complained that HSBC UK Bank Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2021, Mr V received two payments around the same time – one for about £2,100, and the other for about £4,300. Both were reported as be... (3 pages)View decision -
Decision Reference DRN-4605541
6 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4605541 The complaint Miss W has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2021, Miss W received the proceeds of fraud into her Monzo account. The money was then quickly sent onto other accounts using her mobi... (3 pages)View decision -
Decision Reference DRN-5139097
3 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5139097 The complaint Mr M has complained about the way Barclays Bank UK PLC handled a case of alleged identity theft. What happened In November 2023, two applications were made for a Barclaycard credit card in Mr M’s name. One application was approved, and the other was turned down... (3 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 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 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-3333534
21 Oct 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3333534 The complaint Mr C complains Bank of Scotland plc trading as Halifax unfairly closed his account and failed to tell him why. He believes Halifax’s decision was racist and the account should be reopened. What happened Mr C held a current account with Halifax. In February 2021 Ha... (2 pages)View decision