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-3454391
30 Jun 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3454391 The complaint Mr F is unhappy Metro Bank PLC loaded a fraud marker against his name. What happened At the beginning of March 2021 Mr F says that he saw an advertisement via a social media platform regarding a cryptocurrency investment. Mr F says that he carried out due diligenc... (3 pages)View decision -
Decision Reference DRN-3152434
20 Jan 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3152434 The complaint Miss R complains that Bank of Scotland plc (trading as Halifax) closed her account without an explanation and recorded a marker with the fraud prevention agency CIFAS. She’d like the account reinstated and an apology. What happened Miss R held an account with Hali... (3 pages)View decision -
Decision Reference DRN-2209663
2 Nov 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2209663 The complaint Mr D complains that Lloyds Bank PLC, blocked and then closed his account. He’s also unhappy that Lloyds didn’t tell him it intended to log information about him with CIFAS, the UK’s fraud alert service. And didn’t tell him about payments which debited his account ... (3 pages)View decision -
Decision Reference DRN-2176393
14 Oct 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2176393 The complaint Mr S complains that NewDay Ltd trading as Aqua has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr S sent NewDay a cheque for £3,100 dated 25 June 2019 to pay to his credit card account. That cheque was returned unpaid. But befor... (3 pages)View decision -
Decision Reference DRN2557252
7 May 2020 Clydesdale Bank Plc Not upheldBanking and creditComplaintMr M has complained that Clydesdale Bank Plc closed his account and registered a fraud marker against his name.BackgroundMr M’s account received a credit of £8,800 on 26 June 2017. On 26 and 27 June, his debit card was used to buy foreign currency and to make payments to a mobile ... (3 pages)View decision -
Decision Reference DRN-6113463
10 Feb 2026 Santander UK Plc Not upheldMortgagesDRN-6113463 The complaint Mr K complains that Santander UK Plc reported him to CIFAS, a fraud protection database, in connection with a mortgage application. What happened Mr K and his wife applied jointly for a mortgage with Santander. They say they applied through a broker, who submit... (3 pages)View decision -
Decision Reference DRN-3857823
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3857823 The complaint Mr M complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr M says he opened an account in July 2021 to trade in cryptocurrency. And that he was tricked by friends to allow payments int... (2 pages)View decision -
Decision Reference DRN-1576360
30 Mar 2020 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-1576360 The complaintMr P complains that Shop Direct Finance Company Limited (“Shop Direct”): held him responsible for repaying debts on credit accounts which his ex-wife, without his knowledge or consent, opened and operated in his name; and placed defaults and other markers against... (3 pages)View decision -
Decision Reference DRN-3797282
1 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3797282 The complaint Miss Y complains that Metro Bank PLC has added a marker about her at CIFAS, the national fraud database. What happened Miss Y says she received notice her account was going to be closed in January 2022. And she says she hadn’t been involved in any fraudulent activ... (3 pages)View decision -
Decision Reference DRN-3679380
3 Nov 2022 TSB Bank plc Not upheldMortgagesDRN-3679380 The complaint Mr R complains that TSB Bank plc (“TSB”) made an entry about him on the CIFAS database in connection with a joint mortgage application. What happened Mr R applied for a mortgage with TSB around September 2017, using a broker. He applied for the mortgage with anoth... (4 pages)View decision