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 DRN-5612183
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5612183 The complaint Mr O complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 17 January 2025, Mr O received two payments into his Monzo account for £500 and £400. Monzo received notification... (3 pages)View decision -
Decision Reference DRN-3673523
28 Sep 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3673523 The complaint Mr B has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr B opened an account with Starling. A few weeks later, he received an online transfer, which he then transferred away to ... (3 pages)View decision -
Decision Reference DRN9135541
10 Jul 2019 TSB Bank plc Not upheldBanking and creditMr C’s unhappy that TSB Bank plc closed his account without warning or his consent.backgroundOur investigator felt this complaint shouldn’t be upheld. She said: TSB blocked Mr C’s account as it was concerned that a cheque that had been paid in was cancelled due to it being reported stolen... (2 pages)View decision -
Decision Reference DRN-4682251
14 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4682251 The complaint Mr M complains that TSB Bank plc has recorded a fraud marker against him with CIFAS, a national fraud prevention agency. What happened In mid-2022, Mr M was told that one of the accounts he held with another bank was being closed. And while complaining about the c... (5 pages)View decision -
Decision Reference DRN-5586638
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5586638 The complaint Miss C complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. She wants the marker removed. What happened Miss C had an account with Monzo. On 29 July 2023 two payments of £1 and a payment for £999 were made... (5 pages)View decision -
Decision Reference DRN-5210915
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210915 The complaint Mr H complains that Revolut Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr H had an account with Revolut which he’d opened in 2023. On 4 May 2023, a payment of just over £260 was made into Mr H’s account, fro... (4 pages)View decision -
Decision Reference DRN-3777324
3 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3777324 The complaint Ms D is unhappy that Barclays Bank UK PLC closed her account without notice and hasn’t given a reason for their decision. What happened Ms D held an account with Barclays. In December 2020, Barclays received a report from another bank to inform them that Ms D had ... (3 pages)View decision -
Decision Reference DRN-2323781
6 Nov 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2323781 The complaint Mr A has complained that Barclays has recorded a CIFAS marker against him, which he feels is unfair. He’d like the marker to be removed. What happened Mr A had a large sum credited into his Barclays account. The sending bank confirmed that this payment in was a sc... (3 pages)View decision -
Decision Reference DRN-5562713
15 May 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5562713 The complaint Mr B complains Cynergy Bank Plc (“CB”) closed his account without notice nor explanation and applied an adverse fraud marker against him. Mr B is also unhappy CB is holding him liable for payments he didn’t authorise, for the level of customer service it provid... (6 pages)View decision -
Decision Reference DRN-3645749
13 Oct 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3645749 The complaint Miss J complains that Bank of Scotland plc, trading as Halifax (“Halifax”) made an entry about her on the Cifas fraud prevention database in connection with a mortgage application and that it refused to remove this. What happened Miss J applied for a mortgage with... (3 pages)View decision