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
-
Decision Reference DRN-6003511
18 Dec 2025 FREEMANS PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6003511 The complaint Ms H complains that Freemans Public Limited Company unfairly reported a fraud marker against her name. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. Ms H opened catalogue shop... (4 pages)View decision -
Decision Reference DRN0047705
9 Jan 2020 Metro Bank PLC Not upheldBanking and creditMr F complains that Metro Bank plc closed his accounts at short notice and applied a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundIn early November 2017 Mr F opened two accounts with Metro Bank. The bank’s records indicate that he reported a lost card on... (3 pages)View decision -
Decision Reference DRN-4014865
16 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4014865 The complaint Mr C has complained Santander UK plc has closed his account and added a fraud-related marker to his record. What happened In mid-2022 Mr C was asked to help out a friend (who I’ll call Mr W) by another friend. Although this wasn’t someone he knew, he agreed £320 c... (2 pages)View decision -
Decision Reference DRN-5576561
23 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5576561 The complaint Mr S complains Barclays Bank UK PLC recorded a fraud marker at Cifas and closed his account. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint and invited both parties to let me have any further comments ... (5 pages)View decision -
Decision Reference DRN6477674
15 May 2020 Barclays Bank UK PLC UpheldBanking and creditMr C has complained Barclays Bank UK PLC closed his account without notice and placed a fraud-related marker against his record.backgroundIn May 2018, Barclays carried out a review on Mr C’s account. After getting additional verification from him, his use continued as before. This was unti... (3 pages)View decision -
Decision Reference DRN-5784896
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5784896 The complaint Miss A complains Revolut Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Three payments were paid into Miss A’s Revolut account on 19 February 2025 - two payments of £50 and one payment of £... (3 pages)View decision -
Decision Reference DRN-3689137
4 Nov 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3689137 The complaint Mr K is unhappy that Metro Bank PLC placed a fraud marker against his name. What happened Mr K held an account with Metro. In 2017, Metro received notification from a third-party bank that Mr K had been the recipient of fraudulent funds into his account. It was re... (3 pages)View decision -
Decision Reference DRN-3409648
8 May 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3409648 The complaint Mr B complains that TransUnion International UK Limited included information on his credit file that belonged to his sibling. What happened In about May 2021, Mr B applied for a mortgage in principle so that he could view a property he was thinking of buying. Howe... (2 pages)View decision -
Decision Reference DRN-1833570
24 Aug 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1833570The complaintMiss O complains that Bank of Scotland plc trading as Halifax UK has closed her accounts and recorded a marker at CIFAS, the national fraud database. What happenedHalifax received a report that a payment of £400 credited to one of Miss O’s accounts wasn’t authorised... (3 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