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 1938 results
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Decision Reference DRN7370362
17 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc has registered a CIFAS marker against his name.CIFAS is the UK's fraud prevention service and Bank of Scotland in this case trades underits Halifax brand.backgroundIn October 2016 Mr A opened an account with Halifax. The bank was to send him a ... (2 pages)View decision -
Decision Reference DRN-3777465
28 Oct 2022 N26 Bank GmbH UpheldBanking and PaymentsDRN-3777465 The complaint Mr H complains that N26 Bank GmbH unfairly lodged a marker with CIFAS about him. What happened Mr H has explained that he was operating a legitimate enterprise using a social media outlet I’ll refer to as M. This particular outlet’s messages usually disappeared on... (6 pages)View decision -
Decision Reference DRN-4006695
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4006695 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) restricted and then closed his account without warning. He also complains that two transactions he’d received for selling goods were returned to the remitting account and that a fraud marker has been registered against him u... (5 pages)View decision -
Decision Reference DRN4263287
4 May 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss B complained because Barclays Bank UK PLC closed her account, and recorded fraud markers against her name.backgroundMiss B said that on 23 July 2018 she had a call from someone she thought was from Barclays. The caller asked for a number of Miss B’s security details, including her ful... (4 pages)View decision -
Decision Reference DRN-5659276
2 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659276 The complaint Ms K complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Ms K held an account with Nationw... (6 pages)View decision -
Decision Reference DRN-2797863
21 Jul 2021 Evergreen Finance London Limited UpheldConsumer CreditDRN-2797863 The complaint Miss P has complained that Evergreen Finance London Limited (trading as MoneyBoat.co.uk) gave her a loan she couldn’t afford to repay due to her financial situation at the time. Miss P is also unhappy that MoneyBoat threatened to apply an adverse marker with CIFA... (6 pages)View decision -
Decision Reference DRN5546020
20 Jan 2020 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd won’t refund payments made on his credit cards that he says he didn’t authorise.backgroundMr T has two credit cards with NewDay. In August and September 2018, payments were made from these accounts to two gambling companies. The total value of the payments wa... (4 pages)View decision -
Decision Reference DRN-4768772
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768772 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2021 Miss B was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN-2925779
29 Jul 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2925779 The complaint Mr B complains that Starling Bank Limited has registered a marker about him at CIFAS, the national fraud database. What happened Mr B was contacted by Starling Bank to provide information about the source of some payments he received into his account on 16 and 17 ... (3 pages)View decision -
Decision Reference DRN8279614
17 Jul 2019 Metro Bank PLC Not upheldBanking and creditMiss M complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. And closed her accounts. She wants Metro to remove the marker.backgroundOn 8 October 2017, Miss M opened three current accounts with Metro. Miss M opened two of th... (3 pages)View decision