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-4937706
30 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4937706 The complaint Miss K complains Clydesdale Bank Plc trading as Virgin Money recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened Miss K held a current and savings accounts with Virgi... (4 pages)View decision -
Decision Reference DRN-3241104
24 Jan 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3241104 The complaint Miss O has complained that TSB Bank plc won’t refund transactions she says she didn’t make or otherwise authorise. What happened This complaint is about two online banking transfers of £130 each, made in December 2020 and January 2021 respectively. Miss O thought ... (2 pages)View decision -
Decision Reference DRN-3812359
21 Nov 2022 TSB Bank plc UpheldMortgagesDRN-3812359 The complaint Mr A complains that TSB Bank plc put a marker against his name on a fraud prevention database in connection with a mortgage application. What happened Mr A made a mortgage application to TSB. TSB declined the application and, unknown to Mr A, also recorded it on a... (5 pages)View decision -
Decision Reference DRN-5615535
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5615535 The complaint Mr R complains that National Westminster Bank Public Limited Company (NatWest) unfairly closed his accounts. What happened In April, NatWest wrote to Mr R advising that his accounts would be closed with immediate effect. The letter explained how Mr R can arrang... (2 pages)View decision -
Decision Reference DRN9678877
22 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss M complains that Barclays Bank UK plc recorded a CIFAS marker against her name and closed her account. CIFAS is the UKs fraud alert service, and Miss M says that the marker has prevented her from opening a bank account elsewhere. backgroundMiss M had an account with Barclays. It was f... (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-3258036
18 May 2022 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-3258036 The complaint Ms G complains that Bank of Ireland (UK) Plc (BOI) has recorded markers about her with fraud prevention agencies. What happened In October 2018, Ms G applied to BOI through a broker for a buy-to-let remortgage. BOI turned down her application. In 2019, Ms G checke... (2 pages)View decision -
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 pages)View decision -
Decision Reference DRN-2381187
2 Dec 2020 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2381187 The complaint Mr S complains that Sainsbury’s Bank Plc will not refund him for disputed transactions that took place on a credit card he didn’t apply for. He wants Sainsbury’s to not hold him liable for the debt, remove the credit card from his name, correct his credit file and... (7 pages)View decision -
Decision Reference DRN-3882178
2 Feb 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3882178 The complaint Miss B complains Barclays Bank UK PLC registered a fraud marker at CIFAS, the national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened On 18 October 2020, a payment for £2,350 credited Miss B’s account with Barclays ... (4 pages)View decision