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 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 -
Decision Reference DRN6477674
15 May 2020 Barclays Bank UK PLC UpheldBanking and creditMr C has complained Barclays Bank UK PLC closed his account without notice and placed a fraud-related marker against his record.backgroundIn May 2018, Barclays carried out a review on Mr C’s account. After getting additional verification from him, his use continued as before. This was unti... (3 pages)View decision -
Decision Reference DRN-4082238
31 May 2023 Barclays Bank Plc UpheldBanking and PaymentsDRN-4082238 The complaint Mr M on behalf of P (a limited company) complains that Barclays Bank Plc has treated it unfairly in relation to information it has recorded against it. While this is P’s complaint, for ease of read I will mostly refer to its representative and director, Mr M. What... (4 pages)View decision -
Decision Reference DRN-3689137
4 Nov 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3689137 The complaint Mr K is unhappy that Metro Bank PLC placed a fraud marker against his name. What happened Mr K held an account with Metro. In 2017, Metro received notification from a third-party bank that Mr K had been the recipient of fraudulent funds into his account. It was re... (3 pages)View decision -
Decision Reference DRN-5784896
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5784896 The complaint Miss A complains Revolut Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Three payments were paid into Miss A’s Revolut account on 19 February 2025 - two payments of £50 and one payment of £... (3 pages)View decision -
Decision Reference DRN-4420910
26 Oct 2023 Modulr FS Limited Not upheldBanking and PaymentsDRN-4420910 The complaint Mr W is unhappy that Modulr FS Limited closed his bank account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr W held a U account – who provided services on behalf of Modulr. For ease I will refer to Modulr throughout this dec... (5 pages)View decision -
Decision Reference DRN-3107485
4 Feb 2022 St Andrew's Insurance plc Not upheldInsuranceDRN-3107485 The complaint Mr E complains that St Andrew's Insurance Plc (St Andrew’s) rejected a claim for damage to a laptop, cancelled his home insurance, and recorded a fraud indicator with a fraud prevention agency. Mr E bought his policy through an insurance intermediary and most... (2 pages)View decision -
Decision Reference DRN-5188391
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188391 The complaint Miss A complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued a provisional decision on this case, inviting both parties to let me have any further comments before... (5 pages)View decision -
Decision Reference DRN-3875319
3 Jan 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3875319 The complaint Mr V complains that Metro Bank PLC unfairly closed his account, lodged a fraud marker against him and denied him access to his funds. What happened Mr V advertised his car for sale and entered into discussions with a potential buyer about it. Dozens of messages we... (5 pages)View decision -
Decision Reference DRN-2362646
8 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2362646 The complaint Mr E complains that Barclays Bank UK PLC closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr E had an account with Barclays that was closed in March 2019. He later found that Barclays had also registered a fraud marke... (3 pages)View decision