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-2313122
3 Nov 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2313122 The complaint Mr K complains Lloyds bank PLC closed his account and logged information about him with CIFAS, the UK’s fraud alert service. What happened Mr K had an account with Lloyds. Mr K hadn’t used the account much. But in May 2019, an international payment of £10,100 was ... (3 pages)View decision -
Decision Reference DRN-5786086
22 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786086 The complaint Mr A complains Barclays Bank UK PLC unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-3850177
19 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3850177 The complaint Mr J complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Monzo Bank has shown that it received a report that funds paid into Mr J’s account in June 2021 had been fraudulently obtai... (3 pages)View decision -
Decision Reference DRN-2310346
16 Dec 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2310346 The complaint Mr O has complained that Barclays Bank UK PLC registered a marker against him at CIFAS, the national fraud database. What happened In 2018, four bank transfers were paid into Mr O’s account, then sent on shortly afterwards. Barclays then received notifications fro... (3 pages)View decision -
Decision Reference DRN-5513455
16 Jul 2025 Metro Bank PLC UpheldConsumer CreditDRN-5513455 The complaint Mr K complains Metro Bank PLC trading as RateSetter registered a CIFAS marker against him in relation to a loan he’d taken out in 2021. What happened Mr K took out a personal loan for £2,500 loan with Ratesetter in October 2021. Ratesetter were contacted just o... (3 pages)View decision -
Decision Reference DRN-3845851
9 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3845851 The complaint Mr D complains that Metro Bank PLC unfairly lodged a fraud marker against him and then closed his account. What happened What Mr D says Mr D opened a personal account with Metro which he intended for mainly business use. He explained that he told Metro staff the r... (5 pages)View decision -
Decision Reference DRN-4942639
18 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4942639 The complaint Mr O is unhappy that Santander UK Plc have loaded a Cifas (credit industry fraud avoidance scheme) marker against him and closed his account. What happened Mr O had two current accounts with Santander. In October and November 2023 Mr O received a number of cre... (4 pages)View decision -
Decision Reference DRN5217480
11 Feb 2014 Bank of Scotland Plc UpheldBanking and creditMr K is unhappy that Bank of Scotland plc (trading as Halifax) has been unable to open a savings account for him and that he has not been told why.background Mr K made an online application for a savings account in October 2012. The application was declined when a verification check was... (2 pages)View decision -
Decision Reference DRN3690806
17 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr O complains that Barclays Bank UK plc closed his account, retained his money andplaced a fraud marker against his name.backgroundIn April 2018 Mr O’s account with Barclays received a credit of £2,500; it carried thereference “Rent”. Mr O withdrew £1,900 of the money.Barclays later recei... (2 pages)View decision -
Decision Reference DRN-6221926
17 Mar 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6221926 The complaint Mr L complains that Wise Payments Limited (‘Wise’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summa... (3 pages)View decision