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 DRN-5733735
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733735 The complaint Mr M complaints Monzo Bank Ltd unfairly closed his account and wrongly 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 bo... (3 pages)View decision -
Decision Reference DRN3255170
28 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains that The Royal Bank of Scotland plc (RBS) has recorded adverse information about him to CIFAS, one of the UK’s fraud alert services.Mr U has been helped with his complaint by a representative. But for ease of reading, I’ll only refer to Mr U himself.backgroundIn 2016 Mr U’s ... (3 pages)View decision -
Decision Reference DRN-4579705
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4579705 The complaint Mr and Mrs P complain about the way that Barclays Bank UK PLC has treated them when the term of their mortgage ended – and that it incorrectly recorded a Cifas marker against Mrs P. What happened Mr and Mrs P had an interest only mortgage with Barclays. The term e... (3 pages)View decision -
Decision Reference DRN-3427641
28 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3427641 The complaint Mr H complains about a fraud prevention marker recorded by Volkswagen Financial Services (UK) Limited. What happened In September 2020, Mr H contacted a car dealer to buy a used vehicle. During their discussions, the dealer tried to secure borrowing for Mr H, to a... (4 pages)View decision -
Decision Reference DRN-4872945
27 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4872945 The complaint Mr A in unhappy that Lloyds Bank PLC recovered funds from his account and loaded his name to a fraud prevention database. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr A held an account ... (4 pages)View decision -
Decision Reference DRN-3535484
13 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3535484 The complaint Miss O complains about Barclays Bank UK PLC’s decision to record a fraud marker against her name. What happened Miss O held an account with Barclays for a number of years. In 2018, Barclays received a report from another bank to inform them that Miss O had been th... (3 pages)View decision -
Decision Reference DRN-5865018
19 Nov 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5865018 The complaint Mr K complains about a fraud marker that was reported in relation to a finance application with AutoMoney Limited trading as AutoMoney Car Finance. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefl... (4 pages)View decision -
Decision Reference DRN-3018306
7 Oct 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-3018306 The complaint Mr K complains that Nationwide Building Society recorded a marker at CIFAS, the national fraud database. What happened Mr K says he was threatened by an individual and he had to allow that person access to his bank account at Nationwide. He wasn’t responsible for ... (3 pages)View decision -
Decision Reference DRN-5360535
27 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5360535 The complaint Mr G complains that Barclays Bank UK Plc (‘Barclays’) 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 repeat every detail of what happened here. But, in sum... (3 pages)View decision -
Decision Reference DRN-3806761
23 Dec 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3806761 The complaint Miss T, helped by a representative, complained because Lloyds Bank plc refused to delete all the records it had about her. What happened An account in Miss T’s name was opened in June 2020. It was used to receive a number of payments, which were then ... (3 pages)View decision