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 2061 results
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Decision Reference DRN-3384591
20 May 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3384591 The complaint Miss A is unhappy that Starling Bank Limited placed a fraud marker against her name. What happened Miss A had an account with Starling. In March 2021 Starling received two reports from third- party banks informing it that Miss A had received payment from one of it... (3 pages)View decision -
Decision Reference DRN-4158369
17 Jul 2023 National Westminster Bank Plc Not upheldMortgagesDRN-4158369 The complaint Mrs B complains that National Westminster Bank Plc recorded an entry about her on a fraud prevention database following her failed mortgage application to it. What happened Mrs B applied for a mortgage with NatWest, via a broker, in 2019 but the application was de... (3 pages)View decision -
Decision Reference DRN-2190344
10 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2190344 The complaint Mr K has complained Barclays Bank UK PLC has placed a marker about the misuse of his account facility on his record. He doesn’t believe he did anything to cause this. What happened Mr K had an account with Barclays which was closed on 8 April 2016. In 2019 he went... (2 pages)View decision -
Decision Reference DRN-4845058
9 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845058 The complaint I have reviewed the information provided in this case and I have decided not to uphold Mr D’s complaint. Mr D complains that Monzo Bank Ltd added his name to the CIFAS fraud database. He says this has impacted him emotionally and financially, as other banks ha... (3 pages)View decision -
Decision Reference DRN-2446983
16 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2446983 The complaint Miss A complains that Santander UK Plc closed her account and added a marker at CIFAS, the national fraud database. What happened Miss A says that she was contacted by Santander in April 2019 about money she received into her account. She says that this was the re... (3 pages)View decision -
Decision Reference DRN5348177
28 Feb 2020 Nationwide Building Society Not upheldBanking and creditComplaintMr Q complains that Nationwide Building Society closed his account and recorded a CIFAS marker against his name. He says this meant he couldn’t work because he couldn’t open a bank account. CIFAS is one of the UK’s fraud alert services.BackgroundNationwide closed Mr Q’s account in... (2 pages)View decision -
Decision Reference DRN-3476320
19 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3476320 The complaint Mr O is a sole trader. He complains that Santander UK PLC unfairly declined his Bounce Back Loan application and closed his accounts without notice or explanation. What happened Mr O banked with Santander, holding four accounts. Mr O applied to Santander for a Bou... (5 pages)View decision -
Decision Reference DRN-5454274
22 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5454274 The complaint Miss B 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... (5 pages)View decision -
Decision Reference DRN-3861198
12 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3861198 The complaint Mr D complains that Santander UK Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says that the marker is affecting his ability to open a bank account elsewhere and he knows nothing about any fraudulent money... (3 pages)View decision -
Decision Reference DRN8249670
11 Jun 2020 National Westminster Bank Plc UpheldBanking and creditComplaintMiss B complains that National Westminster Bank Plc has closed her accounts and they registered a marker against her with CIFAS, the UK’s fraud alert service. This marker made it difficult to open another account. She would like the accounts reopened and to know the reason why the... (3 pages)View decision