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 DRN5546020
20 Jan 2020 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd won’t refund payments made on his credit cards that he says he didn’t authorise.backgroundMr T has two credit cards with NewDay. In August and September 2018, payments were made from these accounts to two gambling companies. The total value of the payments wa... (4 pages)View decision -
Decision Reference DRN4263287
4 May 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss B complained because Barclays Bank UK PLC closed her account, and recorded fraud markers against her name.backgroundMiss B said that on 23 July 2018 she had a call from someone she thought was from Barclays. The caller asked for a number of Miss B’s security details, including her ful... (4 pages)View decision -
Decision Reference DRN-3297276
31 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3297276 The complaint Mr C complains that Monzo Bank Ltd unfairly closed his account and believes that he was discriminated against. What happened Mr C opened a new account with Monzo and received several payments into it, all from different accounts. Monzo received information about o... (3 pages)View decision -
Decision Reference DRN-6083909
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6083909 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in November 2023. In January 2025 Monzo blocked Mr S’s account after a large credit was paid int... (2 pages)View decision -
Decision Reference DRN5241360
12 Dec 2018 Barclays Bank UK PLC Not upheldBanking and creditMr O complains that Barclays Bank Plc has reported him unfairly to the Credit Industry Fraud Avoidance Scheme (“CIFAS”). Mr O wants inaccurate information to be removed from his credit file. backgroundIn 2013 Mr O made an application to Barclays for a buy to let... (2 pages)View decision -
Decision Reference DRN-1373152
22 Jul 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1373152 The complaintMr C is unhappy that Barclays Bank UK Plc turned down his application to open a bank account. What happenedIn 2013, Barclays closed Mr C’s bank account and passed information about the account to Cifas, a fraud prevention agency. In 2018, Mr C tried to open a bank... (2 pages)View decision -
Decision Reference DRN-5321842
20 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5321842 The complaint Mr W’s complaint is that, during the course of a mortgage application, Santander UK Plc unfairly recorded a marker against his name on a fraud prevention database, CIFAS. The marker has since been removed, but Mr W wants Santander to pay him compensation of £1... (2 pages)View decision -
Decision Reference DRN-3282129
24 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3282129 The complaint Miss M is unhappy that Barclays Bank UK PLC closed her bank account and applied a fraud marker against her name. She’s also unhappy it won’t return payments to her that she says she was coerced into making. What happened In September 2020, Miss M had £22,400 trans... (3 pages)View decision -
Decision Reference DRN8279614
17 Jul 2019 Metro Bank PLC Not upheldBanking and creditMiss M complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. And closed her accounts. She wants Metro to remove the marker.backgroundOn 8 October 2017, Miss M opened three current accounts with Metro. Miss M opened two of th... (3 pages)View decision -
Decision Reference DRN-4255737
19 Jul 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4255737 The complaint Mr K has complained that Bank of Scotland plc 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. In summer 2020, Mr K received about £2,500 for the sal... (5 pages)View decision