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-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-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-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-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-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 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-3896825
27 Jan 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3896825 The complaint Mr H says Madison CF UK Limited, trading as 118 118 Money, has provided unacceptable service on both his credit card and loan accounts. What happened Mr H is unhappy with a number of aspects of the service he has received from 118 118 Money. His complaint points a... (3 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-5648033
29 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648033 The complaint Mr S has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr S applied for an account with HSBC in February 2025. His application was rejected. He subsequently discovered another bank closed his account a... (2 pages)View decision -
Decision Reference DRN-5640773
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5640773 The complaint Mr H complains that when Monzo Bank Ltd recorded a fraud marker against him incorrectly, it had a significant impact on him. He doesn’t think it’s done enough to put things right. What happened A summary of what happened is below. Mr H had an account closed by ... (2 pages)View decision