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 DRN-4706851
2 Apr 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4706851 The complaint Mr A is unhappy that Kroo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A opened an account with Kroo o... (3 pages)View decision -
Decision Reference DRN-2651030
9 Mar 2021 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2651030 The complaint Mr D complains that Tesco Personal Finance PLC loaded a marker against his name on the National Fraud Database. And he’d like this removed. What happened Mr D had a credit card with Tesco bank. Mr D had a direct debit set up to pay the full statement balance on hi... (4 pages)View decision -
Decision Reference DRN-2475076
4 Jan 2021 Bank of Scotland Plc UpheldMortgagesDRN-2475076 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) registered a marker at CIFAS, the national fraud database. What happened In 2015, Mr T applied for a Halifax mortgage through a broker. According to the electronic record of the application, the br... (2 pages)View decision -
Decision Reference DRN-2190218
21 Sep 2020 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2190218The complaintMr L complains that Clydesdale Bank Plc loaded a Credit Industry Fraud Awareness Marker (CIFAS) against his name and closed his bank account. He’d like this removed and compensation for the impact this has had on him. What happenedMr L had a current account with Cly... (4 pages)View decision -
Decision Reference DRN-3975044
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3975044 The complaint Mr B complains that Monzo Bank Ltd closed his account and unfairly registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr B is also unhappy about the service Monzo provided him when it investigated fraudulent activity on his account. He w... (4 pages)View decision -
Decision Reference DRN-4206538
20 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4206538 The complaint Mr K complains that Barclays Bank UK PLC unfairly registered a fraud marker against him. What happened In 2017 Mr K received a payment into one of his accounts that was later confirmed by another bank to be the result of fraudulent activity. Barclays looked at the... (5 pages)View decision -
Decision Reference DRN-4105394
12 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4105394 The complaint Mr G is unhappy that Monzo Bank Ltd placed a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G held a bank account with Monzo. In February 2021, Monzo receiv... (2 pages)View decision -
Decision Reference DRN-4390956
21 Dec 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4390956 Complaint Mr G is unhappy that Metro Bank PLC (trading as RateSetter) loaded a Cifas marker against his name. Background In October 2021, Mr G applied for a loan with RateSetter. His first payment was due on 1 November 2021 but he didn’t make it. RateSetter contacted him about ... (2 pages)View decision -
Decision Reference DRN-6167394
6 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6167394 The complaint Mr Z complains Starling Bank Limited has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 8 October 2024, Mr Z’s account received a payment of £2,043.15. Starling later received notification this ... (3 pages)View decision -
Decision Reference DRN-4197596
18 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4197596 The complaint Mr R complains that Barclays Bank UK PLC added a marker about him at CIFAS, the national fraud database, when it closed his accounts. What happened Mr R says he hasn’t been involved in any fraudulent activity. The marker is preventing him from accessing financial ... (3 pages)View decision