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-2599561
17 Feb 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2599561 The complaint Miss K complains that Santander UK Plc closed her account and recorded a Credit Industry Fraud Awareness System (CIFAS) marker against her name. She feels the marker should be removed. What happened I sent Miss K and Santander a provisional decision on 13 January ... (2 pages)View decision -
Decision Reference DRN-4136012
24 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4136012 The complaint Mr B has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In spring 2020, Mr B received a series of payments from an... (3 pages)View decision -
Decision Reference DRN-5479090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5479090 The complaint Mrs I complains Monzo Bank Ltd (“Monzo”) closed her account and applied an adverse fraud marker against her. Mrs I adds she couldn’t properly deal with Monzo’s queries leading up to the closure due to the severity and sensitivity of her personal circumstances a... (2 pages)View decision -
Decision Reference DRN-3081400
22 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3081400 The complaint Mr L complains about Santander UK Plc’s decision to close his account and register a fraud marker against him. What happened In May 2020, Mr L received a credit of £777.18 into his account. The next day, Mr L made two cash withdrawals and a transfer to his own acc... (4 pages)View decision -
Decision Reference DRN7523473
24 Nov 2016 Capital One (Europe) plc Not upheldBanking and creditMr O complains that Capital One (Europe) plc has when it recorded information on the Credit Industry Fraud Avoidance System (CIFAS) database about him.backgroundMr O’s Capital One credit card received a £999.99 credit on 15 February 2016. The payment was made using ... (2 pages)View decision -
Decision Reference DRN5469909
25 Nov 2013 Bank of Scotland Plc Not upheldBanking and creditMr C’s account with Bank of Scotland plc (trading as Halifax) was the subject of fraudulent activity, which was identified by the bank. The account was closed and a misuse of facility marker was registered with the Credit Industry Fraud Avoidance System (CIFAS). Mr C complains that the ... (2 pages)View decision -
Decision Reference DRN5322840
19 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMr W complains National Westminster Bank Plc closed three accounts he held with them without providing their reasons as to why. He says he’s been unable to open an account with another bank since this time and thinks NatWest are responsible for this. As a result, he wants them to ... (3 pages)View decision -
Decision Reference DRN-5844682
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5844682 The complaint Miss A complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name and closed her bank account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mi... (5 pages)View decision -
Decision Reference DRN-5655707
17 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5655707 The complaint Mr H complains that esure Insurance Limited (esure) recorded his details on the Credit Industry Fraud Avoidance System (CIFAS) which he says resulted in him being unable to open a bank account. He’d like the fraud marker removed. What happened In March 2020, a ... (3 pages)View decision -
Decision Reference DRN1489954
26 Jun 2019 Barclays Bank UK PLC Not upheldBanking and creditMr J complains that Barclays Bank UK PLC froze his main account and denied him access to his money. The bank then closed all of his accounts.background Mr J banked with Barclays. He set up accounts for his two children and was putting money into each account on ... (3 pages)View decision