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 1918 results
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Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-3754977
6 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3754977 The complaint Mr X complains that Metro Bank PLC blocked and closed his account. He complains they registered his details with CIFAS the UK’s fraud alert service. Mr X wants the CIFAS marker removed, and his account reactivated. What happened Mr X had an account with Metro. Mr ... (3 pages)View decision -
Decision Reference DRN-3790367
4 Nov 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3790367 The complaint Mr D complains about a marker that Tesco Personal Finance PLC (trading as Tesco Bank) have recorded against him with the fraud prevention agency CIFAS. He’d like the marker removed. What happened Mr D held a current account with Tesco Bank. In June 2019 he reporte... (4 pages)View decision -
Decision Reference DRN-5977286
26 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5977286 The complaint Miss L is unhappy that Capital One (Europe) plc declined her credit card account applications and added CIFAS markers to her credit file that were visible to other lenders. Miss L is supported in her complaint by her authorised representative, her husband, whom... (3 pages)View decision -
Decision Reference DRN6319941
24 Apr 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr W complains National Westminster Bank Plc unfairly closed his account and held on to funds it shouldn’t have. He also says NatWest shouldn’t have registered a marker against him with the Credit Industry Fraud Avoidance System (CIFAs). He wants NatWest to reinstate his account, ... (4 pages)View decision -
Decision Reference DRN-5826506
24 Sep 2025 Paratus AMC Limited Not upheldMortgagesDRN-5826506 The complaint Mr B complains that Paratus AMC Limited trading as Foundation Home Loans unfairly recorded a CIFAS marker in relation to a mortgage application in late 2022. He says this happened during a period of mental health challenges. Mr B would like a full breakdown of ... (4 pages)View decision -
Decision Reference DRN9347822
30 Mar 2019 TSB Bank plc UpheldBanking and creditMr J complains that when his application for a current account with TSB Bank plc (TSB) was declined an incorrect marker was put on his credit file which has caused him problems. He wants the marker removed.backgroundThe background to this complaint, and my initial co... (5 pages)View decision -
Decision Reference DRN-5137265
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5137265 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was asked by a friend if they’d open an account with Kroo and allow them to use it. Miss M was only 18 and didn’t ... (3 pages)View decision -
Decision Reference DRN-1412106
30 Mar 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1412106 The complaintMiss K’s complaint is about the information recorded about her.The details of this complaint are well known to both parties, so I will not repeat them again here. Instead I will focus on giving the reasons for my decision. My findingsI’ve considered all the availab... (1 page)View decision -
Decision Reference DRN8882308
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr D complains that Barclays Bank UK plc won’t refund money that was taken from his account without his knowledge or consent. He’s also unhappy that Barclays closed his account and registered his details with CIFAS, the UK’s fraud alert service. He wants the CIFAS marker removed.Mr D is be... (3 pages)View decision