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-4728397
24 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4728397 The complaint Mr R complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr R had an account with Monzo, which he opened in 2018. In March 2022, a payment of £110 was made into Mr R’s account, from an indi... (4 pages)View decision -
Decision Reference DRN5693910
23 Feb 2017 Coventry Building Society Not upheldBanking and creditMr S complains that Coventry Building Society unfairly and unreasonably recorded an entry against his name with Credit Industry Fraud Avoidance Service (“CIFAS”), a fraud prevention register. He wants the entry removed.backgroundMr S applied for a mortgage to Coventry in 20... (2 pages)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN1492898
10 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs E complains about information Barclays Bank UK PLC (Barclays) recorded on her credit file which impacted her ability to obtain credit and financial products. backgroundIn 2016 Barclays made the decision to close Mrs E’s accounts in line with their Terms and Conditions. They then applie... (2 pages)View decision -
Decision Reference DRN4263287
4 May 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss B complained because Barclays Bank UK PLC closed her account, and recorded fraud markers against her name.backgroundMiss B said that on 23 July 2018 she had a call from someone she thought was from Barclays. The caller asked for a number of Miss B’s security details, including her ful... (4 pages)View decision -
Decision Reference DRN5546020
20 Jan 2020 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd won’t refund payments made on his credit cards that he says he didn’t authorise.backgroundMr T has two credit cards with NewDay. In August and September 2018, payments were made from these accounts to two gambling companies. The total value of the payments wa... (4 pages)View decision -
Decision Reference DRN8279614
17 Jul 2019 Metro Bank PLC Not upheldBanking and creditMiss M complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. And closed her accounts. She wants Metro to remove the marker.backgroundOn 8 October 2017, Miss M opened three current accounts with Metro. Miss M opened two of th... (3 pages)View decision -
Decision Reference DRN7370362
17 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc has registered a CIFAS marker against his name.CIFAS is the UK's fraud prevention service and Bank of Scotland in this case trades underits Halifax brand.backgroundIn October 2016 Mr A opened an account with Halifax. The bank was to send him a ... (2 pages)View decision -
Decision Reference DRN-3731254
6 Jan 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-3731254 The complaint Mr O complains that Starling Bank Limited added a marker to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that someone stole his phone and was able to access his account at Starling Bank using the app. He says he has no kn... (4 pages)View decision -
Decision Reference DRN-4383351
25 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4383351 The complaint Mr Q has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, and closed his account. What happened In 2022 after receiving a fraud alert from another financial institution, Barclays returned £1,500 and blocked Mr Q’... (2 pages)View decision