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-2150671
6 Jan 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2150671 The complaint Mr A complained about TSB Bank Plc. A current account was opened in Mr A’s name, which he hadn’t asked to be opened, and a debt was built up on it. Mr A wants much more compensation than TSB offered him. What happened In October 2019, Mr A received a letter from a... (4 pages)View decision -
Decision Reference DRN-2836073
8 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2836073 The complaint Mr M is unhappy with how Santander UK Plc (“Santander”) have handled his complaint about being the victim of fraud. What happened Mr M says that he was subject to blackmail and threats between late 2018 and June 2019, and due to this gave his account details and c... (6 pages)View decision -
Decision Reference DRN-4013921
10 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4013921 The complaint Ms B is unhappy that Barclays Bank UK PLC refused to refund the losses resulting from some transactions made through her accounts which she says she didn’t authorise or otherwise consent to. Also that the bank unfairly closed her accounts and registered a CIFAS ma... (5 pages)View decision -
Decision Reference DRN-5223847
10 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223847 The complaint Miss S complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss S had an account with Monzo. On 22 June 2024, she received £15... (3 pages)View decision -
Decision Reference DRN-5927621
10 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5927621 The complaint Mr D complains Starling Bank Limited recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened I set out a summary below. Mr D held an account with Starling. In December 2024, it was credit... (3 pages)View decision -
Decision Reference DRN1178214
19 Mar 2014 Nationwide Building Society Not upheldBanking and creditMr and Mrs K complain that Nationwide Building Society failed to return the original documents that they sent in support of their mortgage application.background Mr and Mrs K sent Nationwide original documents in support of a mortgage application. Nationwide returned the documents by st... (1 page)View decision -
Decision Reference DRN-5463959
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463959 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it has treated him fairly. What happened A summary of what happened is below. Mr S held an account with Monzo. In August 2024, it was credited with... (3 pages)View decision -
Decision Reference DRN-5116428
10 Dec 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5116428 The complaint Mr W complains Kroo 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 W held an account Kroo. On 17 July 2023 it was credited with £250 from a ... (3 pages)View decision -
Decision Reference DRN-4994297
11 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4994297 The complaint Mr K complains Barclays Bank UK PLC 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 K held an account with Barclays. On 11 April 2024, the account rece... (3 pages)View decision -
Decision Reference DRN-3813572
16 Jan 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3813572 The complaint Miss H complains that Aviva Insurance Limited (Aviva) sent information to an incorrect email address and provided a poor standard of service relating to her motor insurance policy. What happened Miss H contacted Aviva in May 2022 to set up her car insurance. She s... (3 pages)View decision