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 DRN9287525
22 Nov 2018 Metro Bank PLC Not upheldBanking and creditMiss P complains that Metro Bank PLC wrongly recorded her details on the Credit Industry Fraud Avoidance System (CIFAS).background Miss P had a current account with Metro. In March 2018 a cheque was lodged into her account. Metro were contacted from another bank with in... (2 pages)View decision -
Decision Reference DRN2440505
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr C complains that Barclays Bank UK PLC has registered a marker against him at CIFAS, the national fraud database, which is affecting his ability to open another bank account.backgroundMr C reported his Barclays debit card missing on 20 August 2017. Barclays wrote to him on 31 August 2017... (4 pages)View decision -
Decision Reference DRN-6131979
12 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6131979 The complaint Mr R complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 5 March 2025, Mr R received a payment of £250 into his Monzo account. Monzo later received notification that the ... (2 pages)View decision -
Decision Reference DRN-5698191
4 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5698191 The complaint Mr W complains that NewDay Ltd didn’t handle his chargeback claims properly, failed to deal with transfers to an account, closed his accounts and recorded a CIFAS marker against him. He also says that he was not treated as he should have been. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-3431292
6 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3431292 The complaint Mr E complains Monzo Bank Ltd unfairly recorded a Cifas marker against him on the national fraud database. He wants the marker removed. What happened Mr E is a minor and is represented by his father in bringing this complaint. Mr E opened a Monzo account in Novemb... (5 pages)View decision -
Decision Reference DRN5633722
23 Aug 2019 Nationwide Building Society Not upheldBanking and creditMr R complains that Nationwide Building Society won’t refund a cash withdrawal and retail transaction made with his debit card which he says he didn’t make or authorise. Mr R also says Nationwide unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He w... (4 pages)View decision -
Decision Reference DRN-1676857
26 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1676857 The complaint Mr I complains that Santander UK Plc unfairly recorded a marker at CIFAS the national fraud database. What happened Mr I had an account with Santander. He says that he was intimidated into providing his bank details to associates of a friend of his on 29 August 20... (4 pages)View decision -
Decision Reference DRN-3969938
13 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3969938 The complaint Mr R complains that Revolut PLC closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Revolut. In August 2022, three payments, totalling just over £5,000 were made into Mr R’s ac... (3 pages)View decision -
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN-1823691
19 Nov 2020 FirstRand Bank Limited UpheldConsumer CreditDRN-1823691 The complaint Mr M complains that FirstRand Bank Limited trading as Motonovo Finance has unfairly registered a marker at CIFAS, the national fraud database. What happened Mr M says he needed finance for a vehicle in January 2015. He can’t remember the details of how far he got ... (3 pages)View decision