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 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-5932796
28 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5932796 The complaint Mr M has complained Starling Bank Limited won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr M applied for an account with Starling in 2023. In uploading the information in support of his application, Mr M provided fraudulent ID, a... (2 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 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 -
Decision Reference DRN-3837000
17 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3837000 The complaint Mr D complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says he wasn’t involved in any fraudulent activity on the account. And that the marker is affecting his ability to access f... (4 pages)View decision -
Decision Reference DRN-5205808
22 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5205808 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 Miss B had held an account with Monzo since early 2023. This wasn’t her main account as her salary was paid into another account... (2 pages)View decision -
Decision Reference DRN-6104776
3 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6104776 The complaint Mr R has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Monzo in September 2021. In September 2022 Monzo blocked Mr R’s account after a few large credits were... (2 pages)View decision -
Decision Reference DRN3303858
31 Mar 2020 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank Plc closed his account and recorded a fraud marker with CIFAS, a fraud alert agency. backgroundMr M held an account with Barclays. On 9 and 10 April 2018 seven payments, totalling over £1,800, were made to his account. On the same dates withdrawals and a p... (2 pages)View decision -
Decision Reference DRN-3731254
6 Jan 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-3731254 The complaint Mr O complains that Starling Bank Limited added a marker to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that someone stole his phone and was able to access his account at Starling Bank using the app. He says he has no kn... (4 pages)View decision