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 DRN8764850
13 Jul 2018 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd placed a CIFAS marker against his name.backgroundIn May 2017 NewDay wrote to Mr G to say it was removing the use of his credit card facility due to a risk review of his account. It said he should continue to make at least the mi... (1 page)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-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (2 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-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 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-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (3 pages)View decision