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 1938 results
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Decision Reference DRN-4340323
17 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340323 The complaint Mr R complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Monzo. In January 2023, a payment of £200, was made into Mr R’s account, with th... (4 pages)View decision -
Decision Reference DRN-3874638
23 Feb 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3874638 The complaint Mr V is unhappy that Barclays Bank UK PLC closed his bank account and applied a fraud marker against his name. What happened Mr V says that he was at a family gathering at his home when he wanted to buy some presents for one of the children. As he wanted the child... (3 pages)View decision -
Decision Reference DRN-3128945
7 Dec 2021 TSB Bank plc Not upheldMortgagesDRN-3128945 The complaint Mr A and Mrs R complain that TSB Bank plc made an entry about them on a fraud prevention database, CIFAS, when they applied for a mortgage. What happened Mr A and Mrs R applied for a mortgage with TSB. It refused their application and made entries about both of th... (2 pages)View decision -
Decision Reference DRN7414529
13 Jan 2020 Santander UK Plc Not upheldBanking and creditComplaintMr F has complained that Santander UK Plc registered a CIFAS marker against his name.BackgroundSantander closed Mr F’s account and registered a CIFAS marker after someone had deposited two cheques in his account for £39,310 and £32,000. The first cheque was returned marked ‘unpaid... (4 pages)View decision -
Decision Reference DRN-3847535
7 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3847535 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he has no knowledge of any fraudulent use of his account in January 2021. And that he found out about the marker when ... (4 pages)View decision -
Decision Reference DRN-6003511
18 Dec 2025 FREEMANS PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6003511 The complaint Ms H complains that Freemans Public Limited Company unfairly reported a fraud marker against her name. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. Ms H opened catalogue shop... (4 pages)View decision -
Decision Reference DRN-3024520
27 Sep 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-3024520 The complaint Mr R complains that Starling Bank Limited registered a marker at CIFAS, the national fraud database, after closing his account. What happened Starling Bank says it received a report that a payment of £50 received into Mr R’s account on 6 December 2019 was fraudule... (3 pages)View decision -
Decision Reference DRN-4191589
6 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4191589 The complaint Mr M complains that Lloyds Bank PLC registered a fraud marker about him at CIFAS. What happened Lloyds said it hadn’t made a mistake. It received a report that funds paid into Mr M’s savings account in December 2018 were fraudulent. That money was transferred to h... (3 pages)View decision -
Decision Reference DRN-2733494
4 Mar 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-2733494 The complaint Miss A is unhappy that Metro Bank PLC closed her bank account and placed a fraud marker against her name. What happened In October 2019, Miss A received a payment into her Metro account for £3,500. A few months after the payment being made, Metro received notifica... (4 pages)View decision -
Decision Reference DRN-4120631
18 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4120631 The complaint Mr A complains that Monzo Bank Ltd (Monzo) closed his account without notice and wrongly recorded his details on the Credit Industry Fraud Avoidance System (CIFAS). He would like the CIFAS marker to be removed as it is impacting his life including his ability to f... (3 pages)View decision