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
-
Decision Reference DRN7647023
7 Feb 2017 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank Plc closed his account without an explanation. He would like it to be re-opened.backgroundWhen Barclays wrote to Mr M giving him notice to close his account, he complained. He said he was entitled to an explanation. He also said it ... (2 pages)View decision -
Decision Reference DRN-3454677
28 Apr 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3454677 The complaint Miss S has complained that Metro Bank PLC registered a marker against her at CIFAS, the national fraud database. What happened In December 2018, there was an attempt to pay around £1,100 into Miss S’s Metro account. The payment attempt had come from a victim of fr... (3 pages)View decision -
Decision Reference DRN-5541976
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5541976 The complaint Ms O complains Monzo Bank Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 18 January 2025, Ms O received a payment of £998 into her Monzo account. On the same day, Monzo received notifica... (3 pages)View decision -
Decision Reference DRN-4180151
6 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4180151 The complaint Mr B complains that Monzo Bank Ltd added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr B says he has been the victim with his account being taken over. He says he wasn’t involved in receiving any fraudulent funds and ... (3 pages)View decision -
Decision Reference DRN-4952294
24 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4952294 The complaint Mr A is unhappy that Santander UK Plc has loaded a Credit Industry Fraud Avoidance System (“Cifas”) marker against him. What happened In January 2024 Mr A was approached by a friend on a social media platform. He says they told him they needed to send money to... (3 pages)View decision -
Decision Reference DRN-3763666
13 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3763666 The complaint Mr A is unhappy that Bank of Scotland plc (trading as Halifax) UK Plc closed his bank account and won’t return money that was paid into the account to him. He also complains that Halifax registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service.... (4 pages)View decision -
Decision Reference DRN-4932138
18 Nov 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4932138 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, held him liable for a loan he didn’t take out and then added a CIFAS marker to his record. What happened Mr K complained to 118 118 Money in February after he’d discovered a loan had been take... (2 pages)View decision -
Decision Reference DRN3784274
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMrs J complains that Barclays Bank UK PLC has registered a marker at CIFAS, the national fraud database, which means she can’t open a bank account elsewhere.backgroundMrs J received payments into her account that were reported as fraudulently obtained. The first was for £3,120 on 10 March ... (2 pages)View decision -
Decision Reference DRN1421994
11 May 2018 TSB Bank plc UpheldBanking and creditMr J complains that TSB Bank plc placed a fraud marker on his record.backgroundIn June 2015 Mr J applied to switch his current account from another bank to TSB. His application was declined, but he wasn’t told why, and Mr J didn’t pursue the matter.In October 20... (2 pages)View decision -
Decision Reference DRN-3556005
11 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3556005 The complaint Mr E complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database when it closed his account. What happened Mr E says that his account at Lloyds was closed in December 2017. But that he didn’t find out about the marker registered at tha... (2 pages)View decision