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-5616612
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5616612 The complaint Miss O complains that Monzo Bank Ltd’s actions in recording a fraud marker against her, had a profound impact on her. She doesn’t believe it has sufficiently compensated her for what happened. What happened A summary of what happened is below. Miss O had an ac... (2 pages)View decision -
Decision Reference DRN-5350795
24 Mar 2025 Commsave Credit Union Limited Not upheldBanking and PaymentsDRN-5350795 The complaint Mr M complains Commsave Credit Union Limited (“Commsave”) treated him unfairly when it recorded a false application marker against him on a fraud database. He’d like the entry deleted. What happened Mr M applied for an account with Commsave in October 2022, but... (2 pages)View decision -
Decision Reference DRN-3124594
28 Feb 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3124594 The complaint Mr C is unhappy that TSB Bank PLC (TSB) blocked and closed his account, after receiving a fraud report relating to funds that had entered his account. He says he can’t open an account elsewhere and he wants TSB to fix that. What happened In August 2019, a payment ... (2 pages)View decision -
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-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 DRN-5048967
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5048967 The complaint Miss S complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. She doesn’t think it’s done so fairly. What happened A summary of what happened is below. Miss S held an account with Monzo. On 5 March 2024, it was credited with ... (3 pages)View decision -
Decision Reference DRN-3130615
27 Oct 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3130615 The complaint Mrs B has complained that Lloyds Bank PLC registered a marker against her at CIFAS, the national fraud database. What happened In August 2020, Mrs B opened a current account with Lloyds. She’s confirmed that she received her card and PIN. She set up mobile banking... (5 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