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
-
Decision Reference DRN-3050647
10 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3050647 The complaint Mr D complains that Santander UK Plc (Santander) closed his account and applied a fraud marker. What happened What Mr D says Mr D says that in 2015 he worked part-time as a car hire broker. He put third parties in touch with hire companies, completed the necessary... (4 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-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-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 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-4197131
19 Jun 2023 N26 Bank GmbH Not upheldBanking and PaymentsDRN-4197131 The complaint Mr K complains that N26 Bank GmbH (“N26”) wrongly registered a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. What happened N26 is an online and mobile bank which operated in the UK between 2013 and 2020. In December 2018 N26 opened an accou... (2 pages)View decision -
Decision Reference DRN-1655371
11 Mar 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-1655371 The complaint Mr U complains that Capital One (Europe) PLC (Capital One) incorrectly applied a CIFAS marker to him, which caused him to suffer financial hardship. What happened Mr U applied for a credit card with Capital One. He didn’t hear back from the application, so applied... (2 pages)View decision -
Decision Reference DRN-2422234
18 Feb 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2422234 The complaint Mr G complains that Lloyds Bank PLC closed his accounts even though he explained he had been the victim of fraud. What happened In May 2020 Lloyds wrote to Mr G and said that it would be closing his accounts after 65 days. He complained and said that a marker on t... (2 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 pages)View decision -
Decision Reference DRN-5511383
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5511383 The complaint Mr H complains Barclays Bank UK PLC (“Barclays”) closed his account and applied an adverse fraud marker against him. Mr H says Barclays’ actions have caused him reputational damage, and significant distress and inconvenience. To put things right, Mr H wants Bar... (4 pages)View decision