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 2048 results
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Decision Reference DRN-4120063
22 Nov 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4120063 The complaint Miss W and Mr W complain that TSB Bank plc closed their joint account. Miss W wasn’t informed of the closure. Mr W’s details were registered with CIFAS the UK’s fraud alert system. Mr W wants the marker removed, the account reinstated and compensation. Mr W is rep... (4 pages)View decision -
Decision Reference DRN3760986
30 May 2019 AIB Group (UK) Plc Not upheldBanking and creditMrs B complains AIB Group (UK) Plc treated her unreasonably when she tried to set up power of attorney for her account. For this complaint Mrs B is represented by four of her children. For ease of understanding I will refer, unless I state otherwise, to the represe... (2 pages)View decision -
Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-3754977
6 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3754977 The complaint Mr X complains that Metro Bank PLC blocked and closed his account. He complains they registered his details with CIFAS the UK’s fraud alert service. Mr X wants the CIFAS marker removed, and his account reactivated. What happened Mr X had an account with Metro. Mr ... (3 pages)View decision -
Decision Reference DRN-3588830
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3588830 The complaint Mr K complains Barclays Bank UK PLC unfairly closed his personal accounts and recorded a CIFAs marker against him. He says this caused him financial loss, including having to agree a buy-to-let mortgage with a third-tier lender, as well as considerable distress. W... (3 pages)View decision -
Decision Reference DRN-3462098
28 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3462098 The complaint Mr A complains that Nationwide Building Society unfairly closed his account and lodged a fraud marker against him. What happened Nationwide received a report from another bank that indicated Mr A had received funds he wasn’t entitled to. Nationwide carried out a r... (2 pages)View decision -
Decision Reference DRN8148315
13 Feb 2017 Lloyds Bank PLC Not upheldBanking and creditMr D complains that Lloyds Bank plc has closed his bank account and has recorded information about fraud on the account with Cifas. He is being helped with his complaint by his parents. backgroundMr D says that he opened an account with Lloyds in early 2016. Lloyds ... (2 pages)View decision -
Decision Reference DRN-3340380
10 Oct 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3340380 The complaint Mr S complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) unfairly recorded a CIFAS marker in relation to his conditional sale agreement with it. What happened Mr S entered into a conditional sale agreement with Santander... (4 pages)View decision -
Decision Reference DRN-5329529
21 Mar 2025 Nationwide Building Society Not upheldMortgagesDRN-5329529 The complaint Mr S complains that Nationwide Building Society unfairly registered a CIFAS marker against him, after he’d applied for a mortgage which was declined. What happened Mr S is represented in this case, but I will refer to Mr S only throughout, for ease. Mr S applie... (4 pages)View decision -
Decision Reference DRN-3880191
17 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3880191 The complaint Mr U complains that NewDay Ltd trading as Aqua registered information about him at CIFAS, the national fraud database, and wouldn’t remove it. What happened Mr U explains that he applied for a credit card from NewDay in September 2021. His application was declined... (2 pages)View decision