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-6113463
10 Feb 2026 Santander UK Plc Not upheldMortgagesDRN-6113463 The complaint Mr K complains that Santander UK Plc reported him to CIFAS, a fraud protection database, in connection with a mortgage application. What happened Mr K and his wife applied jointly for a mortgage with Santander. They say they applied through a broker, who submit... (3 pages)View decision -
Decision Reference DRN-3850177
19 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3850177 The complaint Mr J complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Monzo Bank has shown that it received a report that funds paid into Mr J’s account in June 2021 had been fraudulently obtai... (3 pages)View decision -
Decision Reference DRN-3857823
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3857823 The complaint Mr M complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr M says he opened an account in July 2021 to trade in cryptocurrency. And that he was tricked by friends to allow payments int... (2 pages)View decision -
Decision Reference DRN-1576360
30 Mar 2020 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-1576360 The complaintMr P complains that Shop Direct Finance Company Limited (“Shop Direct”): held him responsible for repaying debts on credit accounts which his ex-wife, without his knowledge or consent, opened and operated in his name; and placed defaults and other markers against... (3 pages)View decision -
Decision Reference DRN-3797282
1 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3797282 The complaint Miss Y complains that Metro Bank PLC has added a marker about her at CIFAS, the national fraud database. What happened Miss Y says she received notice her account was going to be closed in January 2022. And she says she hadn’t been involved in any fraudulent activ... (3 pages)View decision -
Decision Reference DRN-3910375
16 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3910375 The complaint Miss S complains that Bank of Scotland plc trading as Halifax recorded a marker at CIFAS, the national fraud database, when it closed her account. What happened Miss S says she wasn’t involved in any fraudulent activity and had lost her bank card. She’d later made... (2 pages)View decision -
Decision Reference DRN-4818095
26 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4818095 The complaint Miss A has complained Clydesdale Bank plc, trading as Virgin Money, added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened Miss A held an account with another bank. She was told this account was being closed as they’d disc... (3 pages)View decision -
Decision Reference DRN-5824599
31 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5824599 The complaint X complains that National Westminster Bank Public Limited closed his account without notice and lodged a fraud-related marker on the industry database CIFAS in his name. What happened X had a current account with NatWest. In May 2025, NatWest decided to revie... (3 pages)View decision -
Decision Reference DRN-4285393
16 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4285393 The complaint Mr D complains that Barclays Bank UK PLC placed an adverse fraud marker against his name unfairly. What happened As both parties are familiar with the circumstances of this complaint, I’ve only summarised them briefly below. Mr D held a bank account with Barclays.... (3 pages)View decision -
Decision Reference DRN2914005
10 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr R feels that Lloyds Bank Plc (“Lloyds”) has treated him unfairly regarding transactions on his account, closing his account and applying a CIFAS marker to his credit file.backgroundMr R had an account with Lloyds from January 2015 and when it was closed in Septemb... (3 pages)View decision