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-4354665
7 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4354665 The complaint Mr S complains that Monzo Bank Ltd have unfairly taken £1,800 from him that was reported as fraudulent. He’d like the funds returned to him. What happened Mr S held an account with Monzo. In January 2023 he transferred in £1,800 from an account he held with an e-m... (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 -
Decision Reference DRN-4016582
12 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4016582 The complaint Mr E complains Santander UK Plc (“Santander”) unfairly registered a fraud marker against him. What happened In May 2021, Santander received a fraud report from a third-party bank relating to one of its customer’s accounts, for a payment made from it into Mr E’s ac... (4 pages)View decision -
Decision Reference DRN-2735595
6 Apr 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2735595 The complaint Miss S has complained that Metro Bank PLC recorded a marker against her at CIFAS, the national fraud database. What happened In August 2019, Miss S received money into her Metro account. Minutes later, the money was withdrawn using her card and PIN, at a cash mach... (4 pages)View decision -
Decision Reference DRN8518276
19 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr V is unhappy that – after Barclays Bank UK PLC (‘Barclays’) corrected an error on his account – he’s no longer receiving pre-approved loan offers.backgroundAround March 2018, Mr V says Barclays removed a marker on his current account, after they realised it had been added in error. They... (3 pages)View decision -
Decision Reference DRN-4219522
18 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4219522 The complaint Mr B is unhappy that NewDay Ltd, trading as Amazon Platinum Mastercard, enabled an unauthorised third-party to gain access to his account and with several aspects of the service he received from NewDay surrounding this matter. What happened On 28 January 2022, Mr ... (3 pages)View decision -
Decision Reference DRN-5024809
1 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5024809 The complaint Miss E complains American Express Services Europe Limited (AESEL) registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint and invited both parties t... (4 pages)View decision -
Decision Reference DRN-2265658
23 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2265658 The complaint Mr H complains that Barclays Bank UK PLC wrongly placed a fraud marker against his name and closed his bank account causing serious repercussions for him. What happened Mr H held personal and business accounts with Barclays. I’m aware that Mr H has made a separate... (3 pages)View decision -
Decision Reference DRN-3904102
16 Jan 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3904102 The complaint Mr S has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In April 2020, Mr S received two large payments into his account from an individual. Mr S then quickly spent the... (3 pages)View decision -
Decision Reference DRN-2377279
14 Dec 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2377279 The complaint S is a company, represented in bringing this complaint by its director, Mr K. S complains that HSBC UK Bank Plc restricted access to its account before closing it. And registered a CIFAS marker against it. CIFAS is the UK’s fraud alert service. What happened S ope... (3 pages)View decision