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-5785115
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5785115 The complaint Mr S complains that the Co-operative Bank Plc (“CB”) declined his application for a credit card. What happened On 26 March 2025 Mr S applied online for a credit card with CB. The application was declined. Mr S appealed. The underwriting team considered the lend... (2 pages)View decision -
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 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-3812359
21 Nov 2022 TSB Bank plc UpheldMortgagesDRN-3812359 The complaint Mr A complains that TSB Bank plc put a marker against his name on a fraud prevention database in connection with a mortgage application. What happened Mr A made a mortgage application to TSB. TSB declined the application and, unknown to Mr A, also recorded it on a... (5 pages)View decision -
Decision Reference DRN6548533
25 Jul 2017 Bank of Scotland Plc Not upheldBanking and creditMr C complains that Bank of Scotland plc, trading as Halifax, changed his address without his knowledge or consent, which allowed his account to be used for transactions that he says he didn’t make or authorise. He is concerned because Halifax has added details to... (3 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 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-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-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-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