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-2458356
18 Jan 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2458356 The complaint Mr A complains that The Royal Bank of Scotland Plc has registered a marker at CIFAS, the national fraud database and he says he has been the victim of identity fraud. What happened Mr A says he found out about the marker when he tried to apply for a mortgage early... (3 pages)View decision -
Decision Reference DRN-4962081
11 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962081 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Monzo. On 20 June and 8 July 2023, the account received was payments of £220 and £290 r... (3 pages)View decision -
Decision Reference DRN-4673752
15 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4673752 The complaint Mr I has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In summer 2022, Mr I received £600 over several payments. He withdrew each payment at a cash machine within minutes. The money came ... (3 pages)View decision -
Decision Reference DRN6481512
14 Aug 2018 Lloyds Bank PLC Not upheldBanking and creditMr B complains that Lloyds Bank PLC decided to close his account whilst he was abroad. backgroundMr B received a text message from Lloyds in February 2018 that his account would be closed in 60 days and that in the meantime all transactions would be blocked. A letter... (3 pages)View decision -
Decision Reference DRN-6003409
18 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6003409 The complaint Mr D complains J.P. Morgan Europe Limited trading as Chase recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened Below is a summary. Mr D received a large payment into his Chase account through a ban... (3 pages)View decision -
Decision Reference DRN-1865415
17 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-1865415 The complaint Mr and Mrs M have complained that Bank of Scotland plc (trading as Birmingham Midshires and referred to here as BM) wrongly allowed an unknown third party to change the address on one of their mortgage accounts. This has had an impact on Mr and Mrs M’s credit file... (3 pages)View decision -
Decision Reference DRN-3149089
17 Dec 2021 Santander UK Plc UpheldMortgagesDRN-3149089 The complaint Mr and Mrs S complain that Santander UK Plc made an entry about them on the CIFAS fraud protection database in connection with a mortgage application, and wrongly refused their application. What happened Mr and Mrs S applied to Santander for a mortgage. Santander ... (3 pages)View decision -
Decision Reference DRN-3557863
21 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3557863 The complaint Mr D is unhappy that Barclays Bank UK PLC closed his bank account and loaded fraud markers against his name. What happened Mr D held an account with Barclays. In May 2021, Mr D received a letter from Barclays informing him that it’d frozen his account. It told Mr ... (3 pages)View decision -
Decision Reference DRN-4687562
8 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4687562 The complaint Mr K has complained that Lloyds Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened In 2021, Mr K received £1,500 of fraudulent funds. He transferred some of it away in euros as an international payment, and sent the rest ... (3 pages)View decision -
Decision Reference DRN-5165444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5165444 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held a current account with Monzo. On 27 and 28 February 2024, th... (3 pages)View decision