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-3434193
19 May 2022 Equifax Limited UpheldConsumer CreditDRN-3434193 The complaint Mr W is unhappy about Equifax Limited reporting his personal information on his brother’s credit report. Mr W is represented in his complaint by a firm of solicitors. What happened In mid-2021, Mr W became aware that his data had mistakenly appeared on his brother... (2 pages)View decision -
Decision Reference DRN7143882
5 Jul 2018 Santander UK Plc Not upheldBanking and creditComplaintMr K complains Santander UK Plc (“Santander”) has failed to protect his personal information and breached confidentiality when there was an unauthorised activity on his account. He’s also unhappy about the service he received following the incident.backgroundOn ... (2 pages)View decision -
Decision Reference DRN-3182917
7 Dec 2021 HSBC UK Bank Plc Not upheldMortgagesDRN-3182917 The complaint Miss K complains that HSBC UK Bank plc declined her mortgage application and recorded an entry about her on a fraud prevention database. What happened In mid-2018, Miss K says she asked a broker, who I’ll call “M”, to arrange a re-mortgage for her. She paid M £2,5... (2 pages)View decision -
Decision Reference DRN-5114335
14 Apr 2025 Madison CF UK Limited UpheldBanking and PaymentsDRN-5114335 The complaint Mr D complains Madison CF UK Limited trading as 118 118 Money (“118”) lent to him irresponsibly and sent him malicious communications. What happened In January 2024 Mr D was given a credit card by 118 with a limit of £500. Then in April 2024 he was given a loa... (3 pages)View decision -
Decision Reference DRN-5917468
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5917468 The complaint Miss M is unhappy Santander UK Plc blocked and closed her account. What happened Following Miss M applying for a savings account, Santander blocked Miss M’s current account on 7 May 2025 whilst it carried out a review. Following this review, they took the deci... (3 pages)View decision -
Decision Reference DRN-3686703
15 Sep 2022 Santander UK Plc Not upheldConsumer CreditDRN-3686703 The complaint Mr S complains that Santander UK Plc breached his data by sending a letter intended for him to the wrong address. What happened Around August last year, Mr S’ loan application was declined by Santander. After Mr S enquired about a letter explaining this, Santander... (2 pages)View decision -
Decision Reference DRN6420476
23 Sep 2018 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Miss M complained about Liverpool Victoria Insurance Company Limited placing a marker against her on a fraud database.backgroundMiss M took out a car insurance policy with LV in April 2016. She agreed to a direct debit (DD) mandate so that her policy premium would be paid ... (2 pages)View decision -
Decision Reference DRN5845125
27 Feb 2020 Barclays Bank UK PLC UpheldBanking and creditMiss K complains that Barclays Bank UK PLC won’t refund debit card transactions that she says she didn’t make or authorise. It has also recorded fraud related markers against her record.backgroundMiss K had an account with Barclays since early 2014. At the end of July 2014 she was arrested... (3 pages)View decision -
Decision Reference DRN-4083586
18 Apr 2023 Equifax Limited UpheldConsumer CreditDRN-4083586 The complaint Mr H is unhappy Equifax Limited recorded information about a third party on his credit report. What happened Mr H complains about a third party being added as a financial associate on his credit report, which he knew nothing about. Mr H said other creditors were a... (3 pages)View decision -
Decision Reference DRN-5227156
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5227156 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 25 May 2024, the account received ... (3 pages)View decision