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 DRN2239019
23 Jan 2018 Telefonica UK Limited UpheldBanking and creditMr A complains that Telefonica UK Limited allowed someone to fraudulently open accounts in his name and set up direct debits. He says this has affected his credit rating.background Mr A says he was the victim of identity fraud in July 2017 when accounts were fraud... (2 pages)View decision -
Decision Reference DRN1440607
29 Mar 2018 Barclays Bank Plc UpheldBanking and creditMiss B’s complained that Barclays Bank Plc held her responsible for a credit card account, which she said she didn’t open.background Miss B applied for a loan from Barclays but it turned her down. It said her credit file showed she owed money under a Barclaycard accou... (2 pages)View decision -
Decision Reference DRN-5255057
4 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5255057 The complaint Mr G complains The Co-operative Bank Plc (Co-op) treated him unfairly when it recorded a false application marker against him on a fraud database. He’d like the entry deleted. What happened Mr G applied for an account with Co-op in August 2021, but after the b... (2 pages)View decision -
Decision Reference DRN9863477
10 Dec 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S has complained Barclays Bank UK PLC has registered a fraud-related marker against his record after some transactions on his account which Barclays believe he authorised. Mr S disputed this.backgroundMr S brought his complaint to the ombudsman service after Barclays had closed his acco... (3 pages)View decision -
Decision Reference DRN-3468327
22 Jun 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3468327 The complaint Mr M has complained that Nationwide Building Society registered a marker against him at CIFAS, the national fraud database. What happened Mr M opened a number of accounts with Nationwide. He repeatedly put these accounts into unauthorised overdrafts using “pay at ... (2 pages)View decision -
Decision Reference DRN-4270580
7 Aug 2023 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4270580 The complaint Mr S has complained Volkswagen Financial Services (UK) Limited, trading as Lamborghini Financial Services, rescinded his hire purchase agreement and added a fraud-related marker to his record without refunding the money he paid towards the agreement. What happened... (3 pages)View decision -
Decision Reference DRN-4704902
18 Apr 2024 Clear Score Technology Limited UpheldConsumer CreditDRN-4704902 The complaint Mr H complains that Clear Score Technology Limited trading as ClearScore didn’t conduct proper checks which then allowed an unauthorised third party to gain access to his credit file. What happened Mr H requested a credit report from a credit reference agency (CRA... (3 pages)View decision -
Decision Reference DRN-4776087
13 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4776087 The complaint Mr B has complained Clydesdale Bank plc, trading as Virgin Money, added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In July 2023 Virgin Money closed Mr B’s account. They’d received an alert from another bank about money ... (3 pages)View decision -
Decision Reference DRN-4847486
11 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4847486 The complaint Mr M has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In 2021, Mr M opened an account at Monzo, and shortly afterwards received a series of payments, which he quickly forwarded to another accou... (3 pages)View decision -
Decision Reference DRN-3312559
23 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3312559 The complaint Mr T is unhappy that HSBC UK Bank Plc closed his bank account. What’s happened? In summary, Mr T has said that: his HSBC bank account was closed without notice, and he’s been unable to open an alternative account with a different provider. HSBC wouldn’t let him ... (2 pages)View decision