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 DRN-5491542
12 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5491542 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S had an account with Monzo. In August 2024,... (3 pages)View decision -
Decision Reference DRN-6096712
3 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6096712 The complaint Mrs N complains that Starling Bank Limited (“Starling”) unfairly closed her account with it when she was the victim of a scam. What happened Mrs N opened a bank account with Starling on 22 June 2025. Following a review of Mrs N’s account activity on 7 July Sta... (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 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 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-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 -
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