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-4798789
5 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4798789 The complaint Mr H complains that Barclays Bank UK PLC unfairly made a report about him to a fraud prevention database in connection with a mortgage application. What happened Mr H applied to Barclays for a mortgage in 2019. Barclays declined his application and reported Mr ... (3 pages)View decision -
Decision Reference DRN2035473
24 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr B complains that Barclays Bank UK plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. backgroundIn October 2015 Mr B opened an account with Barclays. A week later the account was credited with £500; most of that was withdrawn in two cash machine with... (2 pages)View decision -
Decision Reference DRN-4857238
1 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4857238 The complaint Mr A complains that Starling Bank Limited unfairly lodged a marker against him with a fraud prevention service - CIFAS. What happened Mr A had a Starling account which received payments into it from different people, some of them were later reported as being part ... (4 pages)View decision -
Decision Reference DRN-5382202
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5382202 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) closed his account and applied an adverse fraud marker against him. Mr K says the application of the marker has caused him substantive distress. To put things right, Mr K wants Monzo to remove the fraud marker. What happe... (4 pages)View decision -
Decision Reference DRN-5845085
20 Oct 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5845085 The complaint Mr and Ms G complain that The Mortgage Works (UK) Plc (TMW) refused them a buy to let mortgage and reported Mr G to a fraud prevention database. Mr G complains about the marker reported about him, and they both complain about the increased cost of the mortgage ... (4 pages)View decision -
Decision Reference DRN-2915819
8 Jul 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2915819 The complaint Mr M complains that Metro Bank PLC (‘Metro’) registered a fraud prevention marker against him without due cause. What happened I issued a provisional decision in June 2021 to explain why I thought Mr M’s complaint should not be upheld. And I said I’d consider anyt... (3 pages)View decision -
Decision Reference DRN2202800
5 Jun 2020 Close Brothers Limited UpheldBanking and creditMrs D complains Close Brothers Limited are unfairly pursuing her for a debt which is not hers.She would like any trace of this debt to be removed from her credit file and to be compensated.backgroundMrs D received notice of some finance which had been taken out with Close Brothers in her n... (2 pages)View decision -
Decision Reference DRN-4783466
16 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783466 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) unfairly applied an adverse fraud marker against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-3839738
8 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3839738 The complaint Mr M complains that Santander UK plc (‘Santander’) registered him with Cifas without due cause. What happened The circumstances of this complaint are well-known to both parties, so I will not repeat every detail here. But, in summary, in February 2022 four paymen... (3 pages)View decision -
Decision Reference DRN-5827642
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827642 The complaint Mr S complains that Santander UK Plc unfairly recorded adverse information about him with fraud prevention agencies. What happened Around February 2020, following a review by Santander into some transactions carried out via Mr S’s account, the bank decided to l... (3 pages)View decision