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-2578182
27 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2578182 The complaint Mr G complained because Barclays Bank UK PLC, trading as Barclaycard, refused to refund him for four payments which he said he didn’t authorise. What happened Between 6 and 17 September 2019, four transactions debited Mr G’s Barclaycard. The largest two, for £178.... (4 pages)View decision -
Decision Reference DRN-3326937
2 May 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3326937 The complaint Mr A complains that National Westminster Bank Plc unfairly lodged a marker against him with CIFAS. What happened Mr A’s account was closed by NatWest in 2017. He later became aware that a marker had been lodged against him by NatWest with a fraud prevention organi... (4 pages)View decision -
Decision Reference DRN4267487
27 Aug 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMs R complains that National Westminster Bank Plc unfairly closed her account. She’s also unhappy that NatWest placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. Ms R says the marker was added following payments from her account which she didn’t autho... (2 pages)View decision -
Decision Reference DRN-5004103
6 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5004103 The complaint Mr G complains that Vanquis Bank Limited (“Vanquis”) sent his new credit card and other documents to the wrong address, which led to fraudulent activity on his account and fraudulent credit applications being made in his name. What happened Mr G holds a credi... (3 pages)View decision -
Decision Reference DRN-4620132
13 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4620132 The complaint Mr S has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2020, Mr S’s Santander accounts received the proceeds of fraud. The money was transferred between Mr S’s accounts using his online ban... (3 pages)View decision -
Decision Reference DRN-4463369
6 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4463369 The complaint Mr F has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened Mr F received some credits into his account, which he quickly spent. Monzo were informed that the money Mr F received and spent came from f... (2 pages)View decision -
Decision Reference DRN-3023678
10 Sep 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3023678 The complaint Mr R complains that Santander UK Plc closed his bank account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Santander. He also had access to a business account, for a company I will refer t... (3 pages)View decision -
Decision Reference DRN-5744342
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5744342 The complaint Mr B has complained that TSB Bank PLC (“TSB”) sent him an unencrypted email that contained sensitive personal information. What happened Mr B had difficulties using the cheque payment feature on TSB’s app. As a result, Mr B submitted a complaint online. When he... (2 pages)View decision -
Decision Reference DRN8661171
5 Jul 2018 National Westminster Bank Plc Not upheldBanking and creditMr D complains that National Westminster Bank Plc (‘NatWest’) won’t remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it was turned down.backgroundMr D applied for a mortgage with NatWest e... (1 page)View decision -
Decision Reference DRN-2653092
31 Mar 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2653092 Complaint Mr A complains that Santander UK Plc registered markers against his name with a fraud prevention agency without justification. Background Mr A had an account with Santander which he used to operate his business. He’s told us his business provided software solutions to... (2 pages)View decision