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 DRN8249670
11 Jun 2020 National Westminster Bank Plc UpheldBanking and creditComplaintMiss B complains that National Westminster Bank Plc has closed her accounts and they registered a marker against her with CIFAS, the UK’s fraud alert service. This marker made it difficult to open another account. She would like the accounts reopened and to know the reason why the... (3 pages)View decision -
Decision Reference DRN-5713458
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5713458 The complaint Mr F complains that Capital One (Europe) plc recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In March 2024 Capita... (2 pages)View decision -
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 DRN-2551472
9 Apr 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2551472 The complaint Mr W complains that HSBC (UK) PLC (HSBC) closed his account, without giving him advance notice and registered a fraud marker against his name. Mr W brings this complaint on behalf of his business, J Limited. What happened On 27 April 2020, HSBC wrote to Mr W sayin... (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-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 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