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
-
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 pages)View decision -
Decision Reference DRN-3607934
30 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3607934 The complaint Mrs D complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, when it closed her account. What happened Mrs D says her sister lives abroad. And that she agreed to receive money from her sister’s fiancée and send this to her. ... (3 pages)View decision -
Decision Reference DRN-6153950
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6153950 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) registered a fraud prevention 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... (2 pages)View decision -
Decision Reference DRN-2786368
28 Apr 2021 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-2786368 The complaint A limited company, which I’ll refer to as O, complains Conister Finance & Leasing Ltd unfairly declined its application for a Bounce Back Loan. O’s director, Mr A, brings the complaint on its behalf. What happened O applied to Conister for a Bounce Back Loan o... (2 pages)View decision -
Decision Reference DRN-3330316
10 Mar 2022 Bank of Ireland (UK) Plc UpheldMortgagesDRN-3330316 The complaint Mr and Mrs K complain that Bank of Ireland (UK) Plc refused to allow them to complete their self build mortgage and recorded information about them on the CIFAS fraud prevention database following their application. What happened Mr and Mrs K applied to BoI for a ... (3 pages)View decision -
Decision Reference DRN-2024849
27 Oct 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2024849 The complaint Mr T complained because Metro Bank Plc closed his account, and recorded a CIFAS marker against his name. What happened On 3 August 2019, Mr T opened a cash account with Metro Bank. On 21 August 2019, £3,800 was credited to Mr T’s account. Mr T withdrew: - £250 cas... (4 pages)View decision -
Decision Reference DRN-5609994
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5609994 The complaint Mr E complains that Santander UK Plc unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr E held an account with Santander. In mi... (3 pages)View decision -
Decision Reference DRN-3866882
6 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3866882 The complaint Mr L complains that Lloyds Bank PLC added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr L says he received money into his account in July 2018 that he wasn’t expecting and reported this to Lloyds after he’d ... (3 pages)View decision -
Decision Reference DRN4773822
11 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc has added a fraud marker against his name based on incorrect information.backgroundIn 2013 Mr A applied for a mortgage with NatWest through a broker. NatWest declined the application and Mr A eventually applied succes... (2 pages)View decision -
Decision Reference DRN7619264
6 Jul 2018 Nationwide Building Society Not upheldBanking and creditMs A complains that Nationwide Building Society acted unfairly and unreasonably by recording information about her with CIFAS. She wants the information removed.backgroundMs A applied for a mortgage through a broker to Nationwide, and provided documents to support her ... (2 pages)View decision