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 DRN3784780
12 Sep 2016 Santander UK Plc Not upheldBanking and creditThis complaint is about what happened when Mr D made a mortgage application to Santander UK Plc.Santander recorded a fraud indicator (which it later removed). But Mr D’s borrowing application was declined and he holds Santander responsible for five figure losses he’... (2 pages)View decision -
Decision Reference DRN8175300
10 Sep 2013 American Express Services Europe Limited Not upheldBanking and creditMr T complains, in summary, that American Express Services Europe Limited blocked and closed his charge card account without warning, and that its customer service was unsatisfactory. backgroundMr T complained that his charge card was blocked without warning and then later closed. Mr T c... (3 pages)View decision -
Decision Reference DRN-3391796
22 Apr 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3391796 The complaint Mr S complains that Nationwide Building Society registered a fraud marker at CIFAS, the national fraud database. What happened In April 2017 Mr S disputed four payments that had been made online from his account to a betting company in December 2016. The total of ... (3 pages)View decision -
Decision Reference DRN8432898
7 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr E complains that Bank of Scotland plc (trading as Halifax) closed his current account. He wants the account opened and compensation.backgroundMr E told us Halifax closed his current account after receiving information from other banks and the Credit Industry Frau... (1 page)View decision -
Decision Reference DRN-1329800
2 Oct 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-1329800 The complaint Mr U complains that Metro Bank Plc has recorded a marker at CIFAS, the national fraud database. What happened Mr U opened accounts with Metro Bank in January 2018. He received a credit of £6,840 on 22 January 2018. This money was all paid away that day with part i... (3 pages)View decision -
Decision Reference DRN-2839034
24 Jun 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2839034 The complaint Miss B complains that Barclays Bank UK PLC has registered a marker about her at CIFAS, the national fraud database. What happened Miss B applied for a current account with Barclays in 2017. It didn’t accept her application. In 2020 she complained when she found ou... (3 pages)View decision -
Decision Reference DRN-5121369
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5121369 The complaint Mr M complains Lloyds Bank PLC unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M applied for a current account with L... (3 pages)View decision -
Decision Reference DRN5957223
3 Sep 2019 Virgin Money plc UpheldBanking and creditMr B complains that Virgin Money plc wrongly recorded information about him with one or more fraud prevention agencies.background Mr B applied for a mortgage with Virgin in late 2018, through a broker. Virgin turned down his application. Mr B was concerned, so he asked CIFAS, a fraud preve... (2 pages)View decision -
Decision Reference DRN-3652164
4 Oct 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3652164 The complaint Miss L has complained that PrePay Technologies Limited registered a marker against her at CIFAS, the national fraud database. What happened This complaint surrounds a Monese branded account. In 2020, Miss L opened the account. It was then used to receive and pass ... (3 pages)View decision -
Decision Reference DRN4206903
5 Mar 2020 Shop Direct Finance Company Limited UpheldBanking and creditMr C complains that Shop Direct Finance Company Limited wrongly recorded a CIFASmarker against his name. CIFAS is the UK’s fraud alert service. Mr C says that, as a result ofthe marker, he lost significant sums in earnings. He wants Shop Direct to compensate himfor those losses.backgroundI... (3 pages)View decision