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 1929 results
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Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision -
Decision Reference DRN-5426173
8 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5426173 The complaint Miss M complains that The Co-operative Bank Plc (‘Co-op’) closed her account. Miss M adds that the situation has impacted another of her bank accounts and her ability to work. What happened In November 2024, Miss M attempted to withdraw funds from her Co-op b... (3 pages)View decision -
Decision Reference DRN-2835308
27 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2835308 The complaint Mr E complains that Barclays Bank UK Plc loaded him to the National Fraud Database and closed his bank account. He’d like the loading removed, his account reopened and compensation for the impact. What happened On 13 March 2018 Barclays received notification from ... (5 pages)View decision -
Decision Reference DRN-3578334
19 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3578334 The complaint Mr A is unhappy that HSBC UK Bank Plc loaded a fraud marker against his name using the Cifas database. What happened Mr A began to experience difficulties with his financial accounts. He made a request to Cifas asking what information it held on him, and on 15 Jan... (2 pages)View decision -
Decision Reference DRN-3650710
26 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3650710 The complaint Mr P is unhappy that Madison CF UK Limited, trading as 118 118 Money (“118”), recorded a fraud marker against his name using the Cifas database. What happened Mr P approached Cifas and asked it what information it held on him after he had issues with existing, and... (4 pages)View decision -
Decision Reference DRN-4782513
7 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4782513 The complaint Ms M complains that Revolut Ltd (“Revolut”) won’t refund over £4,000 she lost to an employment scam in March 2023. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms M fell vict... (3 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 pages)View decision -
Decision Reference DRN-5511383
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5511383 The complaint Mr H complains Barclays Bank UK PLC (“Barclays”) closed his account and applied an adverse fraud marker against him. Mr H says Barclays’ actions have caused him reputational damage, and significant distress and inconvenience. To put things right, Mr H wants Bar... (4 pages)View decision