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 DRN8540506
29 Sep 2018 Kensington Mortgage Company Limited Not upheldBanking and creditMr M has complained that Kensington Mortgage Company Limited recorded inaccurate information about him with credit reference agencies. He is also unhappy about the length of time Kensington took to deal with his complaint, and that it used a different account number for ... (2 pages)View decision -
Decision Reference DRN-3468208
25 May 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3468208 The complaint A company, which I’ll refer to as “M”, complains that TSB Bank Plc recalled a Bounce Back Loan and closed its account without notice. M’s director, Mr P, brings the complaint on the company’s behalf. What happened M banked with TSB. The company successfully applie... (4 pages)View decision -
Decision Reference DRN-2309776
23 Feb 2021 Bank of Ireland (UK) Plc UpheldMortgagesDRN-2309776 The complaint Ms W complains that Bank of Ireland (UK) Plc reported a mortgage application she made to one of the fraud prevention databases, CIFAS. What happened Ms W applied for a buy to let mortgage with BoI, via a broker, in 2017. She, or the broker on her behalf, completed... (2 pages)View decision -
Decision Reference DRN-4285176
14 Sep 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4285176 The complaint Mr I has complained The Royal Bank of Scotland plc added a marker against his name onto the industry fraud database, CIFAS, and closed his account. What happened RBS contacted Mr I in July 2022 to query a payment he’d received into his account. This was for £20,00... (2 pages)View decision -
Decision Reference DRN-4788483
9 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4788483 The complaint Mr M complains HSBC UK Bank Plc has applied a CIFAS marker against him unfairly and has caused immense distress given the way it has handled his complaint. What happened Mr M says he discovered in 2021 that HSBC had applied a CIFAS marker against him relating to a... (2 pages)View decision -
Decision Reference DRN-4209368
24 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4209368 The complaint Miss R has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise what happened in brief. In March 2021, Miss R’s Monzo account received a cr... (4 pages)View decision -
Decision Reference DRN5042962
1 Nov 2016 Santander UK Plc UpheldBanking and creditThis complaint’s about a security marker that Santander UK Plc recorded against Miss H following an unsuccessful mortgage application. This led to Miss H’s current accounts being frozen. Additionally, Miss H says she’s lost income through missed opportunities to apply fo... (2 pages)View decision -
Decision Reference DRN-4240327
13 Sep 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4240327 The complaint Mr F has complained that National Westminster Bank Plc registered a marker against him at CIFAS, the national fraud database. What happened In mid-2021, Mr F received a total of around £1,000 from victims of fraud, which he forwarded to a cryptocurrency platform. ... (2 pages)View decision -
Decision Reference DRN-5698164
17 Jul 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5698164 The complaint Miss B complains that Starling Bank Limited unfairly closed her personal account and didn’t explain why. What happened In March last year, Starling contacted Miss B advising that it would be closing her account in three months. Miss B says she wanted to use thi... (3 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