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 1938 results
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Decision Reference DRN-4770975
31 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4770975 The complaint Ms B complains that Monzo Bank Ltd registered a fraud prevention marker against her without due cause. What happened In April 2023, Ms B received three payments into her account totalling £820. The funds were then quickly withdrawn from an ATM and transferred o... (3 pages)View decision -
Decision Reference DRN-4033325
20 Apr 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4033325 The complaint Mr A complains that Santander UK Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened Santander said that it received a report that a credit for £1,600 paid into Mr A’s account on 7 January 2020 had been obtained frau... (3 pages)View decision -
Decision Reference DRN-4086645
16 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4086645 The complaint Mr H complains Santander UK Plc (“Santander”) closed his account and applied a fraud marker against him. To put things right, Mr H wants Santander to remove the fraud marker it applied against him. What happened In October 2010, Santander blocked Mr H’s account af... (5 pages)View decision -
Decision Reference DRN-5904193
5 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5904193 The complaint Mr H has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr H discovered a fraud-related marker in his name which HSBC had lodged. This was causing him increasing inconvenience in managing his finances. ... (2 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 DRN-5138547
14 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5138547 The complaint Mrs A complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. She wasn’t the marker removed. What happened Background Mrs A had an account with Monzo. On 14 March 2024, a payment of just over £150.00 was made... (4 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-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN4343473
11 May 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK plc closed his account and logged information about him with CIFAS, the UK’s fraud alert service.backgroundMr S had an account with Barclays. Over several days at the end of December 2017 and in early January 2018 the account received a large number of ... (2 pages)View decision -
Decision Reference DRN0485049
28 May 2020 Bank of Scotland Plc Not upheldBanking and creditMr K complains that Bank of Scotland plc closed his bank account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert system; Bank of Scotland trades in this instance under its Halifax brand. backgroundMr K had a current account with Halifax, with a debit card linked ... (2 pages)View decision