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-2169685
4 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2169685 The complaint Mr M complains that Metro Bank PLC closed his account and registered a fraud marker at CIFAS, the national fraud database. What happened Mr M opened an account with Metro Bank on 28 February 2020. He says he left his bank card and his mobile phone in his jacket in... (3 pages)View decision -
Decision Reference DRN-4670383
12 Mar 2024 Principality Building Society Not upheldMortgagesDRN-4670383 The complaint Mr P complains that Principality Building Society unfairly recorded a marker against him with National Hunter, a fraud prevention agency, following a mortgage application. Mr P has brought this complaint via a representative. What happened Mr P says he had discuss... (3 pages)View decision -
Decision Reference DRN-4936545
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936545 The complaint Mr K complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. Mr K also complains that Monzo closed his account. What happened Mr K had an account with Monzo, which he opened in 2019. On 14 September 2023, a p... (3 pages)View decision -
Decision Reference DRN-4453085
21 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4453085 The complaint Miss J is unhappy that HSBC UK Bank Plc placed an adverse fraud marker against her name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Miss J held an account with HSBC. In November 2019, tw... (3 pages)View decision -
Decision Reference DRN-1795664
22 Jun 2022 Santander UK Plc UpheldBanking and PaymentsThe complaint Mr S complains as a Director of H, a limited company, that Santander UK Plc withheld money from the business, closed its account and applied a Cifas marker wrongfully. What happened In March 2019 H's Santander business account received a payment from a third-party bus... (3 pages)View decision -
Decision Reference DRN-3137927
11 Feb 2022 Santander UK Plc Not upheldMortgagesDRN-3137927 The complaint Mr and Mrs J complain that Santander UK Plc made an entry about them on the CIFAS fraud protection database in connection with a mortgage application. What happened In 2018, Mr and Mrs J applied for a mortgage with Santander. It accepted their application and offe... (3 pages)View decision -
Decision Reference DRN-3854103
8 Feb 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-3854103 The complaint Miss M complains Startline Motor Finance Limited registered a marker against her at CIFAS, the national fraud database. What happened In 2019 Miss M applied for finance through a broker, who approached a number of lenders including Startline. One of those lenders ... (3 pages)View decision -
Decision Reference DRN-4784480
7 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784480 The complaint Miss Y has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2023, Monzo received a report that Miss Y had received money for goods, but then not provided them and blocked the buyer. Miss Y expla... (3 pages)View decision -
Decision Reference DRN-4875838
26 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4875838 The complaint Mr L has complained that Barclays Bank UK PLC registered a marker against him at CIFAS, the national fraud database. What happened In early 2023, Mr L had his phone and cards stolen. Around £29,000 was paid from his Barclays account using his card details on his p... (3 pages)View decision -
Decision Reference DRN-3845397
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3845397 The complaint Mr M complains that Barclays Bank UK PLC blocked his bank account and wrongly placed a fraud marker against his name causing serious repercussions for him. What happened Mr M had several accounts with Barclays. In July 2021, Mr M started to talk to someone on a da... (4 pages)View decision