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-3345733
25 Mar 2022 Santander UK Plc UpheldMortgagesDRN-3345733 The complaint Mr A complains that Santander UK Plc made an entry about him on fraud protection databases in connection with a mortgage application he made. What happened Mr A applied, jointly with his father, to Santander for a mortgage. Santander declined the application. Some... (3 pages)View decision -
Decision Reference DRN3112391
13 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr D complains that Barclays Bank UK PLC has reported information about him to CIFAS, the UK’s fraud alert service, and that the bank closed his account. He thinks this is unfair. backgroundMr D held an account with Barclays. On 22 April 2017, his account was credited with £2,000 through a... (4 pages)View decision -
Decision Reference DRN-4817680
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817680 The complaint Mr B complains Barclays Bank UK PLC caused him financial loss and distress and inconvenience by incorrectly closing his business account. What happened The facts that led to Mr B’s complaint are well known to both parties, so I am not going to detail everything wh... (4 pages)View decision -
Decision Reference DRN-6051795
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6051795 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Monzo in January 2024. In May 2024 Monzo received a fraud report from one of their customers about 15 ... (3 pages)View decision -
Decision Reference DRN9658970
16 Jul 2019 Barclays Bank UK PLC Not upheldBanking and creditMr R complains that Barclays Bank UK PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. Mr R says the marker was added following payments from his account which he didn’t authorise. He wants Barclays to remove the marker.backgroundIn 2015, Mr R op... (5 pages)View decision -
Decision Reference DRN-3781560
31 Oct 2022 Metro Bank PLC UpheldConsumer CreditDRN-3781560 The complaint Mr A complains that Metro Bank PLC unfairly registered a fraud marker against him with CIFAS – a fraud prevention agency. What happened Mr A explained that at the time of the loan application, he gave an accurate picture about his personal situation to Metro. The ... (2 pages)View decision -
Decision Reference DRN-5122788
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5122788 The complaint Ms S is unhappy that Barclays Bank Plc has closed her account and registered a Cifas marker against her. What happened Ms S had two accounts with Barclays, a current account and a basic account. From 2 January 2023 and 3 March 2023 Ms S reported over 270 cards... (8 pages)View decision -
Decision Reference DRN8677330
4 Jul 2018 WDFC UK Limited UpheldBanking and creditMr J complains that WDFC UK Limited, trading as Wonga, provided him with loans he couldn’t afford to pay back. It also provided loans in his name that he didn’t apply for and it has failed to remove adverse information about them from his credit file.backgroundMr... (4 pages)View decision -
Decision Reference DRN-4524149
19 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4524149 The complaint Mr I has complained that Clydesdale Bank Plc (trading as Virgin Money) registered a marker against him at CIFAS, the national fraud database. What happened In spring 2022, Mr I received some funds into his Clydesdale account, which he then passed onto a cryptocurr... (3 pages)View decision -
Decision Reference DRN-4244568
19 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4244568 The complaint Mr N has complained about Metro Bank PLC registering a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In 2018, Metro received information that Mr N was invo... (3 pages)View decision