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-5227156
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5227156 The complaint Mr M 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 M held an account with Monzo. On 25 May 2024, the account received ... (3 pages)View decision -
Decision Reference DRN-2671721
10 Mar 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2671721 The complaint Mr W has complained that Starling Bank Limited recorded a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr W received a number of payments into his Starling account from three different senders at three different banks. He sent t... (4 pages)View decision -
Decision Reference DRN-2614454
23 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2614454 The complaint Mr G complains that Barclays Bank UK PLC closed his account, wouldn’t let him have the balance and registered a marker at CIFAS, the national fraud database. What happened Mr G contacted Barclays on 27 September 2019. He had over £2,000 in his account but a paymen... (3 pages)View decision -
Decision Reference DRN-3976915
22 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3976915 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) closed her account and reported a fraud prevention marker against her. What happened On 4 May 2022 Miss O’s account received a payment of £10,000. All the money was immediately transferred to third parties. Monzo’s interna... (3 pages)View decision -
Decision Reference DRN-4055652
18 May 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4055652 The complaint Mr W has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In October 2022, Mr W received a series of payments which were later found to be the proceeds of fraud. He quickly withdrew the mone... (3 pages)View decision -
Decision Reference DRN-4384473
15 Nov 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4384473 The complaint Mr A has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In February 2023, Mr A opened a current account with Starling, then another bank shortly after. He registered his mobile phone to it... (4 pages)View decision -
Decision Reference DRN-4281502
1 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4281502 The complaint Mr K has complained that Monzo Bank Ltd didn’t do enough to protect him from fraud. What happened Both sides are familiar with the case, so I’ll summarise things in brief. Mr K received a letter from a debt collection agency in relation to a debt of circa £1,000 i... (3 pages)View decision -
Decision Reference DRN-2940728
18 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-2940728 The complaint Miss B is unhappy because Santander UK Plc (Santander) did not reimburse the money she transferred to a fraudster. What happened Miss B had some investment experience and had used a certain trading platform. She saw a social media advert posted by someone I’ll ca... (8 pages)View decision -
Decision Reference DRN-4370497
4 Oct 2023 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-4370497 The complaint Mr E has complained that JAJA FINANCE LTD (trading as ASDA Money) pursued him for a debt which was taken out fraudulently in his name. What happened Mr E discovered that someone had opened an ASDA-branded credit card in his name with JAJA. He reported the matter t... (2 pages)View decision -
Decision Reference DRN-4937706
30 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4937706 The complaint Miss K complains Clydesdale Bank Plc trading as Virgin Money recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened Miss K held a current and savings accounts with Virgi... (4 pages)View decision