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-4541448
24 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4541448 The complaint Mr T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr T was told by Monzo that they were closing his account as they believed he was acting against the terms and conditions. Th... (2 pages)View decision -
Decision Reference DRN3975777
15 May 2017 Yorkshire Building Society Not upheldBanking and creditComplaintMr W complains that Yorkshire Building Society has registered a fraud marker against his name. He wants it to remove the marker.BackgroundMr W had a residential mortgage with YBS which he redeemed in 2015.Mr W complained to YBS in October 2016. He said that he... (3 pages)View decision -
Decision Reference DRN-4211520
6 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4211520 The complaint Mr O has complained Monzo Bank Ltd, trading as Monzo, added a fraud-related marker In Mr O’s name to the industry fraud database, CIFAS, and returned funds he believed were his to source. What happened In November 2022 Monzo froze Mr O’s account. They’d received a... (2 pages)View decision -
Decision Reference DRN2202800
5 Jun 2020 Close Brothers Limited UpheldBanking and creditMrs D complains Close Brothers Limited are unfairly pursuing her for a debt which is not hers.She would like any trace of this debt to be removed from her credit file and to be compensated.backgroundMrs D received notice of some finance which had been taken out with Close Brothers in her n... (2 pages)View decision -
Decision Reference DRN-4783466
16 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783466 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) unfairly applied an adverse fraud marker against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decisi... (2 pages)View decision -
Decision Reference DRN1937820
12 Sep 2017 Moneybarn No. 1 Limited Not upheldBanking and creditMr A’s complaint is that Moneybarn No.1 Limited (“Moneybarn”) registered a CIFAS marker against him. backgroundIn August 2016, Moneybarn received an application from Mr A for car finance. In the course of vetting the application, Moneybarn came to believe that it was fr... (1 page)View decision -
Decision Reference DRN-5827642
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827642 The complaint Mr S complains that Santander UK Plc unfairly recorded adverse information about him with fraud prevention agencies. What happened Around February 2020, following a review by Santander into some transactions carried out via Mr S’s account, the bank decided to l... (3 pages)View decision -
Decision Reference DRN-2730272
10 Jun 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2730272 The complaint Mr D complains that Bank of Scotland plc trading as Halifax closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr D says that he was the victim here and that the marker is affecting his ability to open an account elsewh... (3 pages)View decision -
Decision Reference DRN-3994190
27 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3994190 The complaint Mr M complains that National Westminster Bank Plc has added a marker about him at CIFAS, the national fraud database. What happened NatWest said it added a marker and decided to close Mr M’s account when it received information that he’d been in receipt of fraudul... (3 pages)View decision -
Decision Reference DRN-6093729
10 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6093729 The complaint Ms K has complained J. P. Morgan Europe Limited, trading as Chase, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In January 2025 Chase contacted Ms K to query a payment of £1,300 she’d received the previous Octo... (3 pages)View decision