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 DRN9420317
25 Sep 2015 The Co-operative Bank Plc Not upheldBanking and creditMr M complains about information The Co-operative Bank Plc (Co-op) has registered about him when he was a victim of fraud. This is stopping him from opening accounts with other banks.backgroundMr M opened an account with Co-op in April 2012. He says that he never re... (2 pages)View decision -
Decision Reference DRN-4353539
27 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4353539 The complaint Mr H has complained Monzo Bank Ltd added a marker against his name onto the industry fraud database, CIFAS, and closed his account. What happened Monzo closed Mr H’s bank account in December 2022 after it had been open a couple of months. Mr H tried to open accoun... (2 pages)View decision -
Decision Reference DRN-4420910
26 Oct 2023 Modulr FS Limited Not upheldBanking and PaymentsDRN-4420910 The complaint Mr W is unhappy that Modulr FS Limited closed his bank account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr W held a U account – who provided services on behalf of Modulr. For ease I will refer to Modulr throughout this dec... (5 pages)View decision -
Decision Reference DRN-1200284
8 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1200284 The complaintMrs S complains that Lloyds Bank PLC recorded a CIFAS marker against her for fraud. What happened Mrs S had a bank account with Lloyds. In February 2018, following a large number of unsuccessful chargeback attempts by Mrs S, Lloyds closed her account and recorded a... (2 pages)View decision -
Decision Reference DRN-4792072
19 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4792072 The complaint Mr O complains that Starling Bank Limited (Starling) closed his account and registered a Cifas marker against him without due cause. What happened On 3 August 2021 Mr O received a £500 payment into his bank account with Starling. Within the hour, Mr O transfer... (5 pages)View decision -
Decision Reference DRN-5622820
7 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5622820 The complaint Mr D complains Kroo Bank Ltd, recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly in what it did and how it approached things. What happened A summary of what happened is below. On 20 July 2024, se... (3 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision -
Decision Reference DRN-5188391
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188391 The complaint Miss A complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued a provisional decision on this case, inviting both parties to let me have any further comments before... (5 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-6011194
12 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-6011194 The complaint Mr H complains Starling Bank Limited treated him unfairly when it recorded a fraud marker at Cifas 1 and closed his account. He says he experienced a number of difficulties because of what happened. What happened I issued a provisional decision on this complain... (3 pages)View decision