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 1929 results
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Decision Reference DRN-1676857
26 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1676857 The complaint Mr I complains that Santander UK Plc unfairly recorded a marker at CIFAS the national fraud database. What happened Mr I had an account with Santander. He says that he was intimidated into providing his bank details to associates of a friend of his on 29 August 20... (4 pages)View decision -
Decision Reference DRN-3969938
13 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3969938 The complaint Mr R complains that Revolut PLC closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Revolut. In August 2022, three payments, totalling just over £5,000 were made into Mr R’s ac... (3 pages)View decision -
Decision Reference DRN1763117
27 Jul 2016 Paragon Bank Plc Not upheldBanking and creditMr K complains about the customer service he received from Paragon Bank Plc in relation to the closure of his account.backgroundMr K says he applied for a two year bond in May 2016, and was told his application had been successful. The account was opened and a welco... (2 pages)View decision -
Decision Reference DRN8469125
28 Jan 2020 Tesco Personal Finance PLC UpheldBanking and creditMr C complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly recorded a fraud marker at CIFAS, the national fraud database.backgroundMr C received a credit of £4,000 to his account on 1 August 2017. Tesco Bank then had notification from the sending bank that the funds had... (2 pages)View decision -
Decision Reference DRN8630579
31 Mar 2020 HSBC UK Bank Plc Not upheldBanking and creditMr S complains that HSBC UK Bank Plc closed his account and placed a CIFAS marker against his name, as a result of which he can’t open another bank account. CIFAS is a fraud alert service. Mr S has been assisted in bringing this complaint by his mother.backgroundMr S had a current account ... (2 pages)View decision -
Decision Reference DRN-4649579
8 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4649579 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L applied to Virgin Money for an account after he started a new job. They weren’t willing t... (2 pages)View decision -
Decision Reference DRN-4565707
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4565707 The complaint Miss H has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss H was told by Barclays that they were closing her account after they’d blocked her usage. They also lodged a fra... (2 pages)View decision -
Decision Reference DRN-2417795
6 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2417795 The complaint Mr B complains that Capital One (Europe) plc allowed a fraudster to access his account and amend the phone number. What happened Capital One says it received a call on 3 September 2019 from someone who had Mr B’s personal information. The caller was able to provid... (2 pages)View decision -
Decision Reference DRN-4901591
3 Oct 2024 Pockit Limited UpheldBanking and PaymentsDRN-4901591 The complaint Miss L has complained Pockit Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss L opened an account with Pockit but didn’t really used it. She had a friend to stay who also had a Pockit account a... (2 pages)View decision -
Decision Reference DRN-4704924
25 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4704924 The complaint Mr N complains that HSBC UK Bank Plc incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application that he says was submitted fraudulently in his name. Mr N wants HSBC to remove or alter the marker recorded agai... (3 pages)View decision