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 DRN0220133
1 Feb 2019 Lloyds Bank PLC Not upheldBanking and creditMr G complains that Lloyds Bank PLC closed his classic account.backgroundBy letter dated 2 April 2015, Lloyds wrote to Mr G saying that following a recent review of his account, it was unable to maintain a banking relationship with him. It gave him notice that his a... (2 pages)View decision -
Decision Reference DRN-4386035
30 Nov 2023 Coventry Building Society Not upheldBanking and PaymentsDRN-4386035 The complaint Mr and Mrs A have complained that Coventry Building Society registered a marker against them at CIFAS, the national fraud database. What happened In 2020, a mortgage application was made to Coventry in Mr and Mrs A’s name, via a regulated mortgage broker and a reg... (3 pages)View decision -
Decision Reference DRN-2653752
13 Apr 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2653752 The complaint Mr K complains N26 Bank GmbH unfairly retained funds he held in his account after the account closed. He wants those funds refunded. What happened Mr K held an account with N26 Bank. N26 contacted him to say it was closing his account with immediate effect. Mr K a... (2 pages)View decision -
Decision Reference DRN-5206471
23 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5206471 The complaint Mr S(1) and Mr S(2) complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim under their car insurance policy. Mr S(2) is a named driver on the policy, which is held in Mr S(1)’s name. But for ease, and because the person primarily ... (5 pages)View decision -
Decision Reference DRN5573014
20 Apr 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S’s complaint against Barclays Bank UK PLC (Barclays) is that it registered a fraud alert warning against his name, which means he can’t open another bank account elsewhere.backgroundMr S held an account with Barclays. In September 2018, a large credit was received into the account, and... (2 pages)View decision -
Decision Reference DRN5602618
15 Aug 2018 OneSavings Bank Plc UpheldBanking and creditMr A complains that OneSavings Bank Plc (OSB) unfairly added information about him on to national fraud prevention databases.backgroundMr A applied for a mortgage with OSB in February 2017. This was declined. OSB told Mr Athis was because of information provided by a t... (5 pages)View decision -
Decision Reference DRN8241259
27 Jul 2020 Barclays Bank UK PLC UpheldBanking and creditMr S complains Barclays Bank UK PLC has unfairly closed his account and recorded aCIFAS marker against his name. He would like his account to be re-instated, the marker tobe removed, a full investigation and to be compensated.backgroundMr S was issued with a notice to close his personal ac... (2 pages)View decision -
Decision Reference DRN-6039508
24 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6039508 The complaint Miss F complains a member of staff at Starling Bank Limited accessed her data and posted it online causing her immense distress and inconvenience. What happened Miss F has an account with Starling Bank and has done so since 2023. In September 2025 Miss F contac... (2 pages)View decision -
Decision Reference DRN6537204
20 Dec 2018 Bank of Ireland (UK) Plc Not upheldBanking and creditMr Y and Mr M complain that Bank of Ireland (UK) Plc (“BoI”) has acted unfairly and unreasonably in sending a mortgage statement to the property address and pointing out that its consent to rent out the property hadn’t yet been given. They want compensation.backgroundM... (2 pages)View decision -
Decision Reference DRN-4020820
14 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4020820 The complaint Mr B complains about HSBC UK Bank Plc’s actions when blocking his account, subsequently closing it and returning the money back to its original source. Mr B is also unhappy HSBC have recorded a fraud marker against his name. What happened Mr B held an account with... (4 pages)View decision