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
-
Decision Reference DRN-2057238
7 Sep 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2057238The complaintMiss Y complains that Barclays Bank UK PLC has registered a marker at CIFAS, the national fraud database, which is affecting her ability to open an account elsewhere. What happenedMiss Y received funds of £3,600 into her Barclays account on 27 June 2017. She accepts... (3 pages)View decision -
Decision Reference DRN-3174614
15 Feb 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3174614 The complaint Miss R complains that Metro Bank PLC (Metro Bank) closed her account and registered a fraud marker against her name. What happened What Miss R says Miss R says that in February 2020 she received an email from Metro Bank saying that after reviewing her account it h... (3 pages)View decision -
Decision Reference DRN-5321842
20 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5321842 The complaint Mr W’s complaint is that, during the course of a mortgage application, Santander UK Plc unfairly recorded a marker against his name on a fraud prevention database, CIFAS. The marker has since been removed, but Mr W wants Santander to pay him compensation of £1... (2 pages)View decision -
Decision Reference DRN-5687457
6 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5687457 The complaint Mr D complains that Monzo Bank Ltd closed his account with it and registered his details with CIFAS, the UK’s main fraud prevention agency. What happened Mr D held an account with Monzo. On 19 December 2024 a payment of £200 was credited to his account and on 2... (2 pages)View decision -
Decision Reference DRN-3297276
31 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3297276 The complaint Mr C complains that Monzo Bank Ltd unfairly closed his account and believes that he was discriminated against. What happened Mr C opened a new account with Monzo and received several payments into it, all from different accounts. Monzo received information about o... (3 pages)View decision -
Decision Reference DRN8449578
15 Jun 2018 Metro Bank PLC Not upheldBanking and creditMiss A complains that Metro Bank PLC has unfairly closed her accounts and recorded information with a third party fraud prevention scheme - CIFAS.backgroundMiss A had several accounts with Metro. On 1 September 2017, Metro wrote to Miss A to say that it would be closi... (2 pages)View decision -
Decision Reference DRN-4704965
25 Mar 2024 Atom Bank PLC Not upheldMortgagesDRN-4704965 The complaint Mr N complains that Atom Bank PLC trading as Atom Bank incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application submitted in his name. Mr N says he was the victim of impersonation fraud and Atom should remo... (3 pages)View decision -
Decision Reference DRN-4206538
20 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4206538 The complaint Mr K complains that Barclays Bank UK PLC unfairly registered a fraud marker against him. What happened In 2017 Mr K received a payment into one of his accounts that was later confirmed by another bank to be the result of fraudulent activity. Barclays looked at the... (5 pages)View decision -
Decision Reference DRN-3282129
24 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3282129 The complaint Miss M is unhappy that Barclays Bank UK PLC closed her bank account and applied a fraud marker against her name. She’s also unhappy it won’t return payments to her that she says she was coerced into making. What happened In September 2020, Miss M had £22,400 trans... (3 pages)View decision -
Decision Reference DRN-5985677
12 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5985677 The complaint I, a limited company, has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in their name. What happened Mr E is a director of I. In October 2024 Mr E, on behalf of I, applied for a business account with HSBC. In support of this app... (3 pages)View decision