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 1668 results
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Decision Reference DRN4541080
20 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMiss U has complained Barclays Bank UK PLC closed her accounts and placed a fraud marker on her record.backgroundMiss U brought her complaint to the ombudsman service after Barclays had closed her accounts and lodged a CIFAS marker against her name. They told her they’d closed her accounts... (3 pages)View decision -
Decision Reference DRN8175300
10 Sep 2013 American Express Services Europe Limited Not upheldBanking and creditMr T complains, in summary, that American Express Services Europe Limited blocked and closed his charge card account without warning, and that its customer service was unsatisfactory. backgroundMr T complained that his charge card was blocked without warning and then later closed. Mr T c... (3 pages)View decision -
Decision Reference DRN-3391796
22 Apr 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3391796 The complaint Mr S complains that Nationwide Building Society registered a fraud marker at CIFAS, the national fraud database. What happened In April 2017 Mr S disputed four payments that had been made online from his account to a betting company in December 2016. The total of ... (3 pages)View decision -
Decision Reference DRN-4849237
8 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849237 The complaint Mr B is unhappy that Monzo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr B received two payments into h... (4 pages)View decision -
Decision Reference DRN-5176970
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5176970 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. She initially expected to use this to send money overseas but didn’t actually use the... (2 pages)View decision -
Decision Reference DRN-5153115
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153115 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 In February 2024 Mr A was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record ... (2 pages)View decision -
Decision Reference DRN-2794931
1 Jun 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2794931 The complaint Miss K complains that Lloyds Bank PLC has registered a marker at CIFAS, the national fraud database and closed her account. What happened Miss K says that the marker hadn’t been added fairly and this has caused her difficulties with her account at a different fina... (2 pages)View decision -
Decision Reference DRN4306774
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMs R complains that National Westminster Bank Plc has registered a marker at CIFAS, the national fraud prevention agency, which is affecting her ability to obtain borrowing.backgroundMs R applied for a buy to let mortgage with NatWest in November 2018. This was declined and so, she says, w... (2 pages)View decision -
Decision Reference DRN-2026390
7 Sep 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2026390The complaintMr E complains that Barclays Bank UK PLC has registered a marker at CIFAS, the national fraud database. What happenedMr E applied for an account with Barclays in 2019. He was asked about his address history. When Barclays assessed his application, it found he had no... (2 pages)View decision -
Decision Reference DRN-5121369
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5121369 The complaint Mr M complains Lloyds Bank PLC unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M applied for a current account with L... (3 pages)View decision
