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 DRN3760986
30 May 2019 AIB Group (UK) Plc Not upheldBanking and creditMrs B complains AIB Group (UK) Plc treated her unreasonably when she tried to set up power of attorney for her account. For this complaint Mrs B is represented by four of her children. For ease of understanding I will refer, unless I state otherwise, to the represe... (2 pages)View decision -
Decision Reference DRN7322707
19 Jun 2015 Capital One (Europe) plc Not upheldBanking and creditMr Y complains that Capital One (Europe) plc has registered a ‘CIFAS’ entry against his credit file. He wants it removed. CIFAS is the national fraud prevention agency.our initial conclusionsCapital One offered to remove the CIFAS entry. It said it would need to see Mr Y’s passp... (2 pages)View decision -
Decision Reference DRN0321327
30 Sep 2019 Bank of Scotland Plc Not upheldBanking and creditMr O complains that Bank of Scotland plc (trading as Halifax) has reported adverse information about him to CIFAS, the UK’s fraud alert service.backgroundHalifax received a report from a different financial business stating that fraudulently obtained funds of £773 had been paid into an acc... (4 pages)View decision -
Decision Reference DRN0100398
16 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank PLC has recorded a marker against him with the industry’s fraud avoidance body, Cifas. backgroundA brief summary of the circumstances leading to this complaint, and my initial conclusions, were set out in my provisional decision, a ... (2 pages)View decision -
Decision Reference DRN-5027522
15 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5027522 The complaint Mr L has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-5465250
4 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465250 The complaint Mrs N complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint ... (4 pages)View decision -
Decision Reference DRN-4364831
25 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4364831 The complaint Mr G complains that Monzo Bank Ltd has registered a marker about him at CIFAS, the national fraud database. What happened Mr G says that the marker is affecting his ability to get a bank account and apply for student finance. He hasn’t knowingly received any fraud... (3 pages)View decision -
Decision Reference DRN-3428266
10 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3428266 The complaint Mr O complains that Santander UK Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened Santander said that it had decided to close Mr O’s account. It had received a report of fraud. And that Mr O hadn’t provided any ev... (2 pages)View decision -
Decision Reference DRN-3937073
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3937073 The complaint Mr C complains Barclays Bank UK Plc registered a fraud marker at CIFAS, the national fraud database and closed his account. He doesn’t think it’s treated him fairly. He’d like Barclays to compensate him for the difficulties this caused. What happened I issued my p... (4 pages)View decision -
Decision Reference DRN-3224148
12 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3224148 The complaint Mr A complains that Santander UK Plc closed his account and recorded a marker with a fraud prevention agency after he received a payment in to his account. He is also unhappy Santander have withheld these funds from him. What happened Mr A held a current account ... (5 pages)View decision