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-6167394
6 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6167394 The complaint Mr Z complains Starling Bank Limited has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 8 October 2024, Mr Z’s account received a payment of £2,043.15. Starling later received notification this ... (3 pages)View decision -
Decision Reference DRN-4197596
18 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4197596 The complaint Mr R complains that Barclays Bank UK PLC added a marker about him at CIFAS, the national fraud database, when it closed his accounts. What happened Mr R says he hasn’t been involved in any fraudulent activity. The marker is preventing him from accessing financial ... (3 pages)View decision -
Decision Reference DRN-2595665
15 Feb 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2595665 The complaint Mr A complains that Santander UK Plc unfairly blocked and then closed his personal and business bank accounts without good reason. What happened I issued my provisional decision of 21 January 2021, which forms part of this final decision. In my provisional decisio... (4 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-2651030
9 Mar 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2651030 The complaint Mr D complains that Tesco Personal Finance PLC loaded a marker against his name on the National Fraud Database. And he’d like this removed. What happened Mr D had a credit card with Tesco bank. Mr D had a direct debit set up to pay the full statement balance on hi... (4 pages)View decision -
Decision Reference DRN-3389800
14 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3389800 The complaint Mr G is unhappy that Lloyds Bank PLC applied a Cifas marker against his name. What happened Mr G held an account with Lloyds. In August 2020, Lloyds received reports from a third-party bank that four payments were attempted to Mr G’s account which weren’t authoris... (3 pages)View decision -
Decision Reference DRN3255751
19 Feb 2020 Metro Bank PLC Not upheldBanking and creditComplaintMr A complains that Metro Bank plc closed his account and recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services.BackgroundMr A opened an account with Metro Bank in April 2018. He says he lost control of the account soon after and that none of the ... (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-3619227
31 Aug 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3619227 The complaint Ms I complains that Bank of Scotland plc, trading as Halifax, recorded a marker against her name on a fraud prevention database - CIFAS. What happened Ms I applied for a mortgage with Halifax, via a broker, in 2016. Halifax approved the mortgage but in 2017 record... (2 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