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 2061 results
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Decision Reference DRN-3535484
13 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3535484 The complaint Miss O complains about Barclays Bank UK PLC’s decision to record a fraud marker against her name. What happened Miss O held an account with Barclays for a number of years. In 2018, Barclays received a report from another bank to inform them that Miss O had been th... (3 pages)View decision -
Decision Reference DRN-5240336
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5240336 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) applied a fraud marker against her, withheld her funds, and closed her accounts. Miss W adds that Barclays’ actions have caused her substantive distress, financial hardship, and inconvenience, and so it should ... (5 pages)View decision -
Decision Reference DRN-5546403
21 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5546403 The complaint Mr B complains about a fraud prevention marked recorded by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi), following a car finance loan application. What happened In May 2024, Mr B made an application for a loan to finance ... (3 pages)View decision -
Decision Reference DRN9890433
12 Dec 2019 National Westminster Bank Plc UpheldBanking and creditComplaintMr A complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr A had an account with NatWest for a number of years. In April 2019, a cheque for £24,500 was paid into it. NatWest contacted Mr A as this ... (3 pages)View decision -
Decision Reference DRN-3040073
15 Oct 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3040073 The complaint Mr I is unhappy National Westminster Bank Plc (“NatWest”) have held him liable for transactions he’s said were carried out by scammers. What happened In November 2020 Mr I opened a current account with NatWest. On 4 February 2021 Mr I says he withdrew £100 from a... (4 pages)View decision -
Decision Reference DRN-3806761
23 Dec 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3806761 The complaint Miss T, helped by a representative, complained because Lloyds Bank plc refused to delete all the records it had about her. What happened An account in Miss T’s name was opened in June 2020. It was used to receive a number of payments, which were then ... (3 pages)View decision -
Decision Reference DRN-5378965
11 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5378965 The complaint Mrs O complains that Starling Bank Limited (‘Starling’) registered a Cifas marker against her without due cause. What happened The details of this complaint are well known to both parties, so I will not go into every detail here. But, in summary, in September 2... (4 pages)View decision -
Decision Reference DRN-3896602
24 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3896602 The complaint Mr H complains that Lloyds Bank PLC added a marker to CIFAS, the national fraud database, when it closed his account. What happened Lloyds Bank said it had received a report that 33 payments which came to £2,446 made into Mr H’s account had been obtained fraudulen... (3 pages)View decision -
Decision Reference DRN-3020405
30 Aug 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3020405 The complaint Mr C has complained about Santander UK Plc blocking and closing his account. What happened In 2019, Santander carried out a review of Mr C’s current account. They found that another business had put information on CIFAS – the national fraud prevention agency – whi... (4 pages)View decision -
Decision Reference DRN-5765382
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5765382 The complaint Mr Z has complained that TSB Bank plc didn’t provide adequate compensation after mistakenly applying a fraud-related marker to his record. What happened In March 2024 TSB closed Mr Z’s personal account with them. They believed the account had been opened with f... (2 pages)View decision