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-4566026
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566026 The complaint Mr M is unhappy that Monzo Bank Ltd closed his account and loaded and adverse fraud marker against his name. Mr M is represented, but for ease, I will refer to him throughout. What happened As both parties are familiar with the circumstances of this complaint, I’v... (4 pages)View decision -
Decision Reference DRN-3570640
15 Jul 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3570640 The complaint Mr P complains that Tesco Personal Finance PLC has added a marker at CIFAS, the national fraud database. What happened Mr P says that he opened an account at Tesco Personal Finance in 2018 and allowed this to be used by a third party. And that was because he had b... (3 pages)View decision -
Decision Reference DRN-2572750
3 Sep 2021 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-2572750 The complaint Mr H is unhappy that Aldermore Bank Plc loaded fraud markers against his name after he says he was the victim of fraud. He’s also unhappy with the length of time Aldermore took to investigate his concerns and that it didn’t do more to advise him on how to resolve ... (5 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-5009874
22 Oct 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5009874 The complaint Mr E complained that Bank of Ireland (UK) Plc (“BOI”) recorded a marker against his name on a fraud prevention database, which prevented him from obtaining a mortgage elsewhere. What happened Mr E applied for a mortgage with BOI, using the support of a broker. ... (3 pages)View decision -
Decision Reference DRN-3163168
3 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3163168 The complaint Mr N complains that National Westminster Bank Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened NatWest said it had received a report that funds paid into Mr N’s account were fraudulently obtained. And so, it had d... (3 pages)View decision -
Decision Reference DRN2440505
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr C complains that Barclays Bank UK PLC has registered a marker against him at CIFAS, the national fraud database, which is affecting his ability to open another bank account.backgroundMr C reported his Barclays debit card missing on 20 August 2017. Barclays wrote to him on 31 August 2017... (4 pages)View decision -
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN-1676857
26 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1676857 The complaint Mr I complains that Santander UK Plc unfairly recorded a marker at CIFAS the national fraud database. What happened Mr I had an account with Santander. He says that he was intimidated into providing his bank details to associates of a friend of his on 29 August 20... (4 pages)View decision -
Decision Reference DRN-3969938
13 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3969938 The complaint Mr R complains that Revolut PLC closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Revolut. In August 2022, three payments, totalling just over £5,000 were made into Mr R’s ac... (3 pages)View decision