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-3650473
14 Sep 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3650473 The complaint Mr K has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In January 2020, Mr K’s Santander current account received... (3 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 DRN5622028
14 Mar 2018 Bank of Scotland Plc Not upheldBanking and creditMr M was sent a credit card statement in 2016 for a Bank Of Scotland PLC (hereon “BOS”) credit card. Not recognising the card he contacted BOS concerned about fraud. It turns out this was a credit card account that Mr M had held for some years but he didn’t recognise... (3 pages)View decision -
Decision Reference DRN-3561559
14 Nov 2022 National Westminster Bank Plc UpheldMortgagesDRN-3561559 The complaint Ms J complains that National Westminster Bank Plc changed the contact details on her buy to let mortgage in response to a request from a fraudster, which led to a series of debts being taken out in her name without her knowledge. What happened Ms J has a buy to le... (3 pages)View decision -
Decision Reference DRN4122074
3 Nov 2016 Santander UK Plc Not upheldBanking and creditMr F is unhappy that Santander UK Plc’s paid outstanding service charges, ground rent and associated costs on his behalf and then added them to the mortgage. He has said that Santander didn’t tell him it was going to do this, despite having a correspondence addres... (3 pages)View decision -
Decision Reference DRN-4692860
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4692860 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) unfairly lodged a marker against her and delayed the removal of it. What happened Miss M opened an account with Monzo in 2021 to assist her with future travel and educational plans. She said that at some point after o... (2 pages)View decision -
Decision Reference DRN1533042
14 Jan 2019 Santander UK Plc UpheldBanking and creditMr K complains that Santander UK Plc sent letters containing his personal information to the wrong address.background Mr K has a mortgage with Santander. He says that for a period of time Santander held the wrong address details for him on their systems. And this ... (3 pages)View decision -
Decision Reference DRN-4562861
16 Jan 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4562861 The complaint Mr G has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In late 2022, Mr G received a number of payments from various individuals, which he quickly either forwarded to other accounts or wi... (3 pages)View decision -
Decision Reference DRN-2878880
21 Feb 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-2878880 The complaint Mr C has complained that 1Plus1 Loans Limited irresponsibly lent him a loan in August 2018. What happened Mr C took out one loan with 1Plus1 in August 2018 for £3,000, the loan had a term of 60 months with monthly repayments of £114.38. The total cost of the loan ... (2 pages)View decision -
Decision Reference DRN-4680312
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4680312 The complaint Mr C complains Barclays Bank UK PLC told him it would remove a CIFAS marker it had recorded against him but then said it had misinformed him. He feels the bank has treated him unfairly. What happened I set out a summary of what happened below: Mr C has a CIFAS ... (2 pages)View decision