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 DRN1729435
24 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMiss D complains that information Barclays Bank plc has recorded with CIFAS1 is causing her difficulty opening a new bank account.backgroundBarclays closed Miss D’s current account following suspicious activity. Miss D says she didn’t know how the activity took place, but that someone mus... (2 pages)View decision -
Decision Reference DRN-5676982
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5676982 The complaint Miss P complains that Santander UK Plc (‘Santander’) unfairly closed her basic and savings accounts. What happened Miss P had a basic and savings accounts with Santander. In addition, she also held kids savings accounts for her children. Santander wrote to Mi... (3 pages)View decision -
Decision Reference DRN-5435118
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5435118 The complaint Mr Y complains that Barclays Bank UK PLC unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Mr Y’s newly opened account with Barclays was closed immediately after being open for a few... (2 pages)View decision -
Decision Reference DRN-4975686
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975686 The complaint Mr W complains that Monzo Bank Ltd closed his account and registered a Cifas marker against him without due cause. Mr W is represented but for ease within this decision, I will refer to their comments as Mr W’s. What happened On 4 May 2023 Mr W received a £58... (5 pages)View decision -
Decision Reference DRN-4607676
9 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4607676 The complaint Mr A complains that Nationwide Building Society recorded a marker against him on a fraud prevention database in connection with a mortgage application. What happened In June 2023, through a broker, Mr A applied to Nationwide for a mortgage. Nationwide declined his... (2 pages)View decision -
Decision Reference DRN-5560057
2 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560057 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Mrs A’s Monzo account. This payment was fo... (2 pages)View decision -
Decision Reference DRN2447236
14 Feb 2019 Santander UK Plc UpheldBanking and creditMr J complains that Santander UK Plc closed his account and placed a CIFAS fraud marker on his account without telling him. As a result of this he found he was unable to open a new account with another bank.backgroundMr J had two accounts with Santander: a curren... (3 pages)View decision -
Decision Reference DRN-4966568
19 Sep 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4966568 The complaint Mr A has complained that Astrenska Insurance Limited declined a claim he made on a travel insurance policy, voided the policy and applied a fraud marker to his personal details. What happened In January 2024, Mr A had some cash stolen by pickpockets whilst he ... (3 pages)View decision -
Decision Reference DRN-4666674
19 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4666674 The complaint Miss B complains Barclays Bank UK PLC registered a fraud marker at CIFAS, the national fraud database and closed her account. She says Barclays Bank UK PLC didn’t treat her fairly. What happened In late August 2023, two payments credited Miss B’s account with Barc... (3 pages)View decision -
Decision Reference DRN-5764648
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5764648 The complaint Mr A complains that Revolut Ltd unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened In June 2023, after receiving an unexpected payment of £1,000, Revolut closed Mr A’s account and rec... (3 pages)View decision