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-3599896
18 Aug 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3599896 The complaint Ms F complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database. What happened Ms F opened the account in October 2017. She was then 16 and was at college. She says that her older boyfriend, who lived opposite the college and who she w... (4 pages)View decision -
Decision Reference DRN2367740
31 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss C complains that Barclays Bank UK PLC has closed her account and placed a fraud related marker against her record. She hasn’t been able to open another account.backgroundOn 4 May 2018 a credit of £1,000 was paid into Miss C’s account. The following day Miss C transferred it to another... (2 pages)View decision -
Decision Reference DRN-2786311
18 Feb 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2786311 Complaint Mr Z is unhappy with Capital One (Europe) plc’s decision to load a Cifas marker against his name. Background Mr Z had a credit card with Capital One. In June 2018, a direct debit payment was made to that credit card account for £1,145.04. It came from a current accoun... (2 pages)View decision -
Decision Reference DRN-5564238
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5564238 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Miss B’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-2129888
2 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2129888 The complaint Miss C complained because Santander UK Plc closed her account and registered a fraud marker against her name. What happened On 26 November 2018, Miss C paid a cheque for £37,287.12 into her account, at a Santander branch. The cheque had the payer’s name printed on... (4 pages)View decision -
Decision Reference DRN-6039082
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6039082 The complaint Miss B is unhappy that Bank of Scotland trading as Halifax applied a Cifas marker against her name. She would like the marker removed. Miss B is being represented by a member of her family but for ease I’ll only refer to Miss B below. What happened The backgr... (2 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 DRN6736719
8 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr D has complained National Westminster Bank Plc placed a fraud marker on his record. He believes they can’t do this as they agreed to limit any impact on his credit record when requiring him to pay a debt on his credit card account.backgroundIn late 2014 anoth... (2 pages)View decision -
Decision Reference DRN-4819149
28 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4819149 The complaint Mr C has complained Monzo Bank Ltd added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In December 2023 Monzo closed Mr C’s account. They’d been made aware his account had received funds of £120 whilst a customer hadn’t... (2 pages)View decision -
Decision Reference DRN-5742479
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5742479 The complaint Mr S has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr S found that his main bank account was suddenly closed in 2025. He discovered there was a CI... (2 pages)View decision