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-5007143
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5007143 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 13 January 2024, the account received a... (3 pages)View decision -
Decision Reference DRN2697216
27 Feb 2017 State Bank of India Not upheldBanking and creditMr M complains that State Bank of India closed his account, without notice, and won’t explain why. He’s asked for a better explanation of the bank’s actions and compensation.background Mr M applied for a savings account, in branch, on 15 November 2016 and received confi... (3 pages)View decision -
Decision Reference DRN-3701925
7 Feb 2023 OneSavings Bank Plc UpheldMortgagesDRN-3701925 The complaint Mrs G complains that One Savings Bank Plc (trading as Kent Reliance) made entries against her on fraud prevention databases after she made a mortgage application. What happened Mrs G applied for a mortgage via a broker in September 2016. As part of the application... (2 pages)View decision -
Decision Reference DRN-3504600
28 Jul 2022 Santander UK Plc Not upheldMortgagesDRN-3504600 The complaint Mr T complains that Santander UK PLC (“Santander”) recorded markers about him on fraud prevention databases in connection with a mortgage application in his name. Mr T is represented by a solicitor. What happened In July 2020 a mortgage application was made to San... (4 pages)View decision -
Decision Reference DRN0173314
17 Jul 2017 Endsleigh Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr G complains that Endsleigh Insurance Services Ltd didn’t do enough to prevent the use of his identity to set up a fraudulent insurance policy and haven’t done enough to help apprehend the perpetrator. He also complains about the way in which it communicated with ... (3 pages)View decision -
Decision Reference DRN-3104718
17 Jun 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3104718 The complaint Mr C complains that Bank of Scotland plc, trading as Halifax, blocked and then closed his accounts – and applied a fraud marker against his name. What happened Mr C had a current account with Halifax which he opened in September 2019. To help prove his address, Mr... (4 pages)View decision -
Decision Reference DRN-3438958
19 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3438958 The complaint Ms B complains Lloyds Bank PLC unfairly closed her personal and business accounts. She also says they unfairly recorded adverse information about her which has meant she has been unable to open an account elsewhere. What happened Our investigator stated the backgr... (4 pages)View decision -
Decision Reference DRN1738691
18 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr Y complains that Barclays Bank UK PLC failed to open a current account for him.backgroundIn 2018 Mr Y applied for an account with Barclays. The account was initially approved but was closed a few days later. Mr Y wasn’t given a reason for the closure.Mr Y opened a credit card account an... (1 page)View decision -
Decision Reference DRN6041672
29 Jan 2019 Santander UK Plc Not upheldBanking and creditMr and Mrs L are unhappy that Santander UK Plc incorrectly sent a letter relating to their savings account to Mrs L’s ex-partner, Mr T. Mr and Mrs L were expecting to receive a significant amount of money from Mr T’s mother’s estate, but as a result of this error ... (3 pages)View decision -
Decision Reference DRN-2194331
26 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2194331 The complaint Mrs E complained because Santander UK Plc blocked her account, and then closed it. What happened Mrs E had a Santander account which she used just for receipt of social security payments. The normal pattern on the account was that the benefits went in, then in the... (3 pages)View decision