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 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-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 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-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (2 pages)View decision -
Decision Reference DRN-3020405
30 Aug 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3020405 The complaint Mr C has complained about Santander UK Plc blocking and closing his account. What happened In 2019, Santander carried out a review of Mr C’s current account. They found that another business had put information on CIFAS – the national fraud prevention agency – whi... (4 pages)View decision -
Decision Reference DRN-5013436
30 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5013436 The complaint Mr G complains that American Express Services Europe Limited (AESEL) recorded information about him on the Cifas national fraud database. What happened Mr G had an account with AESEL. In April 2023, AESEL emailed Mr G to say it had suspended his account while i... (3 pages)View decision -
Decision Reference DRN-3487822
1 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3487822 Complaint Mr S is unhappy that National Westminster Bank Plc (“NatWest”) closed his account and loaded a Cifas marker against his name. Background In 2020, Mr S received a payment for £4,000 into his account. He withdrew this money over the counter in his local branch. The bank... (2 pages)View decision -
Decision Reference DRN-4132822
11 Jul 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4132822 The complaint Mr A has complained that American Express Services Europe Limited (who I’ll shorten to AMEX) registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. AMEX re... (2 pages)View decision -
Decision Reference DRN-6039036
16 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6039036 The complaint Miss A has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Starling in July 2022. In October 2024 Starling identified payments into Miss A’s account t... (3 pages)View decision -
Decision Reference DRN-3181358
14 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3181358 The complaint Miss K complains that NewDay Ltd has registered a marker at CIFAS the national fraud database. What happened Miss K says that she had financial problems in 2016 and asked a family member to deal with her credit card. She was providing care for another relative and... (2 pages)View decision