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 DRN2083251
5 Mar 2020 Santander UK Plc Not upheldBanking and creditMr A complains about Santander UK Plc’s refusal to open an account for him.backgroundMr A tried to open an account with Santander. He tells us during the account opening process the adviser suggested to him that there would be no problem opening the account for him. This was because the ad... (3 pages)View decision -
Decision Reference DRN1007587
28 Mar 2020 HSBC UK Bank Plc Not upheldBanking and creditA, a limited company, complains that HSBC UK Bank Plc removed a payment from its account and blocked its use.background A contacted HSBC when it found that a debit of £4,500 had been made from its account on 6 December 2018. HSBC said the director would need to attend a branch to discuss t... (2 pages)View decision -
Decision Reference DRN-4383415
2 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4383415 The complaint Mr G complains that Barclays Bank UK PLC (“Barclays”) held him liable for transactions he didn’t recognise on his account and unfairly lodged a fraud prevention marker against him. What happened What Mr G says Mr G explained that he received a message on a social ... (4 pages)View decision -
Decision Reference DRN-1424250
8 Jun 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1424250 The complaintMiss G complains National Westminster Bank Plc (“NatWest”) opened an account and then closed it shortly after. What happenedMiss G brought her complaint as she was unhappy with the response from NatWest. They told her after a review their decision to close her acco... (2 pages)View decision -
Decision Reference DRN-3733284
3 Oct 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3733284 The complaint X has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In 2021, X received the proceeds of fraud from a victim, then ... (5 pages)View decision -
Decision Reference DRN4127064
17 Oct 2019 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank plc placed a fraud marker against his name after fraud was identified on his account.backgroundIn early 2016 there were, over a period of around three weeks, a number of transactions on Mr R’s NatWest account. These included a series of card tr... (2 pages)View decision -
Decision Reference DRN-3774525
16 Jan 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3774525 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s treated him fairly. What happened Mr W held an account with Virgin Money which was opened in August 202... (3 pages)View decision -
Decision Reference DRN-3190573
6 Apr 2022 American Express Payment Services Limited Not upheldBanking and PaymentsDRN-3190573 The complaint Mr O complains that American Express Payment Services Limited (Amex) gave incorrect information to him regarding a fraud on his account. He would like Amex to provide him compensation for this error which Mr O says cost him his job. What happened Mr O had an accou... (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-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