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 DRN0246599
6 Mar 2015 Co-operative Bank Financial Advisers Ltd UpheldInvestment and pensionsMr and Mrs D are being represented by a claims management company. Their complaint about Co-operative Bank Financial Advisers Ltd (“CIFAS”) concerns advice they received between 2007 and 2009, which they do not believe was suitable for them. In particular, their representative believes th... (7 pages)View decision -
Decision Reference DRN-5827354
31 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5827354 The complaint Ms K has complained Monzo Bank Ltd lodged a fraud-related marker on the industry database CIFAS in her name. What happened In May 2024, Monzo received a fraud report from another bank about two payments made into Ms K’s account. These payments were for £1,000 ... (3 pages)View decision -
Decision Reference DRN-1888907
27 Oct 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-1888907 The complaint Mr B complains about Starling Bank Limited’s decision to record a fraud marker against his name. Mr B would like the fraud marker removed. What happened Mr B held an account with Starling. On occasion, he used his Starling account to transfer funds to a bitcoin ex... (3 pages)View decision -
Decision Reference DRN-2861162
29 Jun 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2861162 The complaint Mr S has complained that Barclays Bank UK PLC registered a marker against him at CIFAS, the national fraud database. What happened In April 2018, Mr S deposited a cheque for £1,110 into his personal Barclays account. He says he received the cheque at his business ... (3 pages)View decision -
Decision Reference DRN6357598
1 Dec 2020 Barclays Bank UK PLC Not upheldBanking and creditMr Z complains that Barclays Bank UK PLC closed his account and registered a fraud prevention marker against him without due cause. background Between 14 and 18 March 2018 a series of payments were made into Mr Z’s account. This money was spent between 19 and 22 March. On 23 March Barclays... (4 pages)View decision -
Decision Reference DRN-2791169
5 Aug 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2791169 The complaint Mr H complains that Nationwide Building Society (Nationwide) won’t refund the money he lost when he was the victim of a scam. Mr H also complains that Nationwide closed his account and registered a fraud prevention marker against him without due cause. What happen... (5 pages)View decision -
Decision Reference DRN-3252605
13 Jan 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3252605 The complaint Mr O has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr O sold a phone through an online marketplace. He says the buyer asked to pay him via a direct bank transfer rather ... (3 pages)View decision -
Decision Reference DRN-4619414
3 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4619414 The complaint Mr G complains that American Express Services Europe Limited (AESEL) (Amex) unfairly registered a marker about him at Cifas, the national fraud database. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-2009541
21 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr S complains Barclays Bank UK PLC has unfairly closed his business account and recorded a CIFAS marker against him. He would like his account to be re-instated, the marker to be removed, a full investigation and to be compensated. He brings this complaint on behalf of his b... (3 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision