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-2381187
2 Dec 2020 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2381187 The complaint Mr S complains that Sainsbury’s Bank Plc will not refund him for disputed transactions that took place on a credit card he didn’t apply for. He wants Sainsbury’s to not hold him liable for the debt, remove the credit card from his name, correct his credit file and... (7 pages)View decision -
Decision Reference DRN-6096712
3 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6096712 The complaint Mrs N complains that Starling Bank Limited (“Starling”) unfairly closed her account with it when she was the victim of a scam. What happened Mrs N opened a bank account with Starling on 22 June 2025. Following a review of Mrs N’s account activity on 7 July Sta... (3 pages)View decision -
Decision Reference DRN-5491542
12 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5491542 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S had an account with Monzo. In August 2024,... (3 pages)View decision -
Decision Reference DRN-4705104
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4705104 The complaint Miss N complains Barclays Bank UK PLC (Barclays) has registered a fraud marker against her on the national fraud database (CIFAS). She would like it to be removed. What happened In September 2022, Barclays received a report from another bank that a payment of almo... (7 pages)View decision -
Decision Reference DRN-3882178
2 Feb 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3882178 The complaint Miss B complains Barclays Bank UK PLC registered a fraud marker at CIFAS, the national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened On 18 October 2020, a payment for £2,350 credited Miss B’s account with Barclays ... (4 pages)View decision -
Decision Reference DRN-3975164
20 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3975164 The complaint Mr T complains about Lloyds Bank PLC’s actions when closing his account. What happened Mr T held an account with Lloyds. In May 2021, they froze the account following a fraud report. Mr T supplied relevant information to Lloyds, and they removed the block. In July... (4 pages)View decision -
Decision Reference DRN4738838
20 Nov 2014 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about information Bank of Scotland plc trading as Halifax recorded about Mr and Mrs G on the Credit Industry Fraud Avoidance System (CIFAS). The entry was made following the second of two mortgage applications that Mr and Mrs G made to Halifax, via two different inte... (1 page)View decision -
Decision Reference DRN-4162061
26 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4162061 The complaint Mr R complains that Barclays Bank UK PLC incorrectly recorded a fraud marker against him, closed his account and then delayed removing the marker after he contacted it. He’d like Barclays to compensate him for the difficulties this caused. What happened I issued m... (4 pages)View decision -
Decision Reference DRN-4764699
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4764699 The complaint Mr S complains that Monzo Bank Ltd closed his account and registered a Cifas marker against him by without due cause What happened Mr S opened an account with Monzo Bank Ltd in April 2023. On 24 May 2023 at around 11pm Mr S received a £180 payment into his bank... (4 pages)View decision -
Decision Reference DRN-2446989
21 May 2021 Barclays Bank Plc Not upheldBanking and PaymentsDRN-2446989 The complaint Miss R complains that Barclays Bank PLC closed her bank accounts without notice and won’t release the funds remaining in her accounts. Miss R is also unhappy with the service she received from Barclays and adverse information recorded against her. She’d like the f... (4 pages)View decision