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-4798789
5 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4798789 The complaint Mr H complains that Barclays Bank UK PLC unfairly made a report about him to a fraud prevention database in connection with a mortgage application. What happened Mr H applied to Barclays for a mortgage in 2019. Barclays declined his application and reported Mr ... (3 pages)View decision -
Decision Reference DRN-2915819
8 Jul 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2915819 The complaint Mr M complains that Metro Bank PLC (‘Metro’) registered a fraud prevention marker against him without due cause. What happened I issued a provisional decision in June 2021 to explain why I thought Mr M’s complaint should not be upheld. And I said I’d consider anyt... (3 pages)View decision -
Decision Reference DRN-4758977
13 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4758977 The complaint Mrs O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Mrs O was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIFAS... (2 pages)View decision -
Decision Reference DRN6295014
19 Feb 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr A complains that HSBC UK Bank plc closed his accounts and recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services.BackgroundMr A says his account was taken over and he knew nothing about the transactions which took place on his account during Feb... (3 pages)View decision -
Decision Reference DRN5112736
22 Jun 2020 Barclays Bank UK PLC UpheldBanking and creditMr S has complained Barclays Bank UK PLC closed his account without notice and placed a fraud-related marker against his record.backgroundMr S held a personal and a business account – in the name of a limited company of which he is a director – with Barclays. I’ll refer to the company as F... (3 pages)View decision -
Decision Reference DRN-5435118
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5435118 The complaint Mr Y complains that Barclays Bank UK PLC unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Mr Y’s newly opened account with Barclays was closed immediately after being open for a few... (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-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 DRN-5676982
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5676982 The complaint Miss P complains that Santander UK Plc (‘Santander’) unfairly closed her basic and savings accounts. What happened Miss P had a basic and savings accounts with Santander. In addition, she also held kids savings accounts for her children. Santander wrote to Mi... (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