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 1929 results
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Decision Reference DRN-2482652
6 Jan 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2482652 The complaint Mr W complains that Metro Bank Plc filed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. Mr W would like the marker removed and for Metro Bank Plc to pay him compensation. What happened Mr W attended a branch of Metro on 16 December 2017 ... (5 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision -
Decision Reference DRN-5426173
8 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5426173 The complaint Miss M complains that The Co-operative Bank Plc (‘Co-op’) closed her account. Miss M adds that the situation has impacted another of her bank accounts and her ability to work. What happened In November 2024, Miss M attempted to withdraw funds from her Co-op b... (3 pages)View decision -
Decision Reference DRN-3578334
19 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3578334 The complaint Mr A is unhappy that HSBC UK Bank Plc loaded a fraud marker against his name using the Cifas database. What happened Mr A began to experience difficulties with his financial accounts. He made a request to Cifas asking what information it held on him, and on 15 Jan... (2 pages)View decision -
Decision Reference DRN-3575943
28 Sep 2022 JN Bank UK Ltd Not upheldBanking and PaymentsDRN-3575943 The complaint Miss G complains that JN Bank UK Ltd recorded a Credit Industry Fraud Awareness System (CIFAS) marker against her. She feels the marker should be removed. What happened Miss G applied for a loan with JN Bank UK Ltd in July 2020. She says her earnings had dropped d... (3 pages)View decision -
Decision Reference DRN-2835308
27 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2835308 The complaint Mr E complains that Barclays Bank UK Plc loaded him to the National Fraud Database and closed his bank account. He’d like the loading removed, his account reopened and compensation for the impact. What happened On 13 March 2018 Barclays received notification from ... (5 pages)View decision -
Decision Reference DRN8519060
20 Feb 2015 Lloyds Bank PLC UpheldBanking and creditMr Z was the victim of a scam. He received three payments into his current account – which he says he thought were made to him genuinely, with a view to him transferring funds back out of the account. But the funds he received were fraudulent.As Mr Z received funds totalling £4,095,... (2 pages)View decision -
Decision Reference DRN1439229
14 Jan 2020 Metro Bank PLC UpheldBanking and creditMr A complains that Metro Bank PLC (“Metro”) registered his details with CIFAS and closed his account, causing serious repercussions for him.backgroundI issued a provisional decision on 25 November 2019, a copy of which is attached as it forms part of this final decision. Mr A accepted my ... (7 pages)View decision -
Decision Reference DRN-4782513
7 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4782513 The complaint Ms M complains that Revolut Ltd (“Revolut”) won’t refund over £4,000 she lost to an employment scam in March 2023. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms M fell vict... (3 pages)View decision -
Decision Reference DRN-2108972
22 Dec 2020 Zopa Bank Limited Not upheldConsumer CreditDRN-2108972 The complaint Mr M complains that Zopa Bank Limited won’t remove a CIFAS marker it recorded against his name. CIFAS is one of the UK’s fraud alert services. What happened When Mr M applied for a credit card with a third-party bank, his application was unsuccessful. He discovere... (2 pages)View decision