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-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-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 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-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-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 DRN-5205808
22 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5205808 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 Miss B had held an account with Monzo since early 2023. This wasn’t her main account as her salary was paid into another account... (2 pages)View decision -
Decision Reference DRN3303858
31 Mar 2020 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank Plc closed his account and recorded a fraud marker with CIFAS, a fraud alert agency. backgroundMr M held an account with Barclays. On 9 and 10 April 2018 seven payments, totalling over £1,800, were made to his account. On the same dates withdrawals and a p... (2 pages)View decision -
Decision Reference DRN-6104776
3 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6104776 The complaint Mr R has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Monzo in September 2021. In September 2022 Monzo blocked Mr R’s account after a few large credits were... (2 pages)View decision