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-5817893
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5817893 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Mrs A opened an account with Monzo in April 2023. In May that year Monzo received a fraud report from another bank about a paymen... (2 pages)View decision -
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 pages)View decision -
Decision Reference DRN6196273
7 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc closed his account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr B has had a current account and a savings account with NatWest for several years. He rarely used his savings account. In Marc... (2 pages)View decision -
Decision Reference DRN-2786368
28 Apr 2021 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-2786368 The complaint A limited company, which I’ll refer to as O, complains Conister Finance & Leasing Ltd unfairly declined its application for a Bounce Back Loan. O’s director, Mr A, brings the complaint on its behalf. What happened O applied to Conister for a Bounce Back Loan o... (2 pages)View decision -
Decision Reference DRN-3603411
25 Aug 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3603411 The complaint Mr T complains that Starling Bank Limited blocked and closed his account. It returned some funds back to source and delayed returning other funds to Mr T. He also received wrong information from Starling, and they were late with documents he requested. Starling re... (5 pages)View decision -
Decision Reference DRN9818317
19 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMr D is unhappy that Lloyds Bank PLC (Lloyds) has recorded information about him with a fraud prevention agency that has caused him to miss out on potential jobs. backgroundIn 2012, Lloyds closed Mr D’s current account. He was aware that it had closed his account, bu... (2 pages)View decision -
Decision Reference DRN-2475076
4 Jan 2021 Bank of Scotland Plc UpheldMortgagesDRN-2475076 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) registered a marker at CIFAS, the national fraud database. What happened In 2015, Mr T applied for a Halifax mortgage through a broker. According to the electronic record of the application, the br... (2 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-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-3199700
13 Jan 2022 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-3199700 The complaint Mr M complains that ICICI Bank UK PLC (ICICI) registered a marker against his name with the Credit Industry Fraud Avoidance System (CIFAS). To put things right, Mr M wants the marker removed. What happened In March 2020, Mr M received a call from his bank, ICICI. ... (2 pages)View decision