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-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complaint Mr S has complained Volkswagen Financial Services (UK) Limited, trading as Lamborghini Financial Services, rescinded his hire purchase agreement and added a fraud-related marker to his record without refunding the money he paid towards the agreement.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 -
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-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-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 -
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-4927788
11 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4927788 The complaint Mr M has complained that his bank, National Westminster Bank Plc (‘NatWest’), closed his account without notice and without an explanation. He says this caused him to miss direct debit payments and he’s also not able to open a new account. What happened Mr M h... (3 pages)View decision -
Decision Reference DRN-3146959
8 Nov 2021 Santander UK Plc Not upheldMortgagesDRN-3146959 The complaint Mr M complains that Santander UK Plc made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr M and his partner applied for a mortgage with Santander. As part of its consideration of the application... (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-4261061
8 Sep 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4261061 The complaint Mr I has complained Starling Bank Limited added a marker against his name to the industry fraud database, CIFAS and closed his account. What happened Starling contacted Mr I in February 2023 to query a payment he’d received into his account. This was for £2,031.82... (2 pages)View decision