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 DRN9524185
24 May 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc failed to upgrade his account when he asked it to do so. He also says that HSBC carried out searches on his credit file which have affected his ability to obtain credit. He wants HSBC to remove the searches and pay him compensati... (2 pages)View decision -
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-2227746
2 Oct 2020 Metro Bank PLC UpheldBanking and PaymentsDRN-2227746 The complaint Mr L complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He’s also unhappy that Metro closed his accounts. He wants Metro to compensate him for the distress and inconvenience this caused. What hap... (4 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-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 -
Decision Reference DRN1128785
25 Mar 2020 Retail Money Market Ltd Not upheldBanking and creditMr S’s complaint against Retail Money Market LTD, trading as Ratesetter (Ratesetter), is that it refuses to remove a CIFAS marker it placed against him. backgroundIn November 2018, Mr S applied for a loan with Ratesetter. In doing so, he inflated his income, and submitted falsified bank st... (3 pages)View decision -
Decision Reference DRN-2468409
14 Jan 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2468409 The complaint Mr K complains that Barclays Bank UK PLC closed his account, recorded a marker at CIFAS the national fraud database and hasn’t responded to his requests for information. What happened Barclays wrote to Mr K in May 2019 to say that it would be closing his account w... (6 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