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 DRN3760986
30 May 2019 AIB Group (UK) Plc Not upheldBanking and creditMrs B complains AIB Group (UK) Plc treated her unreasonably when she tried to set up power of attorney for her account. For this complaint Mrs B is represented by four of her children. For ease of understanding I will refer, unless I state otherwise, to the represe... (2 pages)View decision -
Decision Reference DRN-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-4849237
8 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849237 The complaint Mr B is unhappy that Monzo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr B received two payments into h... (4 pages)View decision -
Decision Reference DRN-4855130
11 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4855130 The complaint Mr D has complained National Westminster Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2020 Mr D was told by NatWest that they were closing his account. In 2024 Mr D complained and asked NatWest to r... (1 page)View decision -
Decision Reference DRN-3068141
16 Nov 2021 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3068141 The complaint The complaint, in summary is that Clydesdale Bank Plc unfairly declined N’s application to switch its business bank account from another provider and placed a CIFAS marker against its director. With the liquidator’s consent Mr N, the director of N, has brought the... (3 pages)View decision -
Decision Reference DRN6450276
6 Aug 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK Plc unfairly closed his bank accounts. He says this caused him a great deal of distress and inconvenience. He wants Santander to reopen his accounts. backgroundOn 20 February 2016, Mr R opened two accounts with Santander, a basic current account and a basic... (2 pages)View decision -
Decision Reference DRN-5195458
27 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5195458 The complaint Mr E has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2023 Mr E opened an account with Kroo. In February 2024 he was told by Kroo that they had restricted his use of the acco... (3 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-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