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-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-3866882
6 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3866882 The complaint Mr L complains that Lloyds Bank PLC added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr L says he received money into his account in July 2018 that he wasn’t expecting and reported this to Lloyds after he’d ... (3 pages)View decision -
Decision Reference DRN-5609994
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5609994 The complaint Mr E complains that Santander UK Plc unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr E held an account with Santander. In mi... (3 pages)View decision -
Decision Reference DRN-5929740
3 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5929740 The complaint Mr F complains Starling Bank Limited recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr F received a large payment into his Starling account through a bank transfer ... (2 pages)View decision -
Decision Reference DRN4343473
11 May 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK plc closed his account and logged information about him with CIFAS, the UK’s fraud alert service.backgroundMr S had an account with Barclays. Over several days at the end of December 2017 and in early January 2018 the account received a large number of ... (2 pages)View decision -
Decision Reference DRN0485049
28 May 2020 Bank of Scotland Plc Not upheldBanking and creditMr K complains that Bank of Scotland plc closed his bank account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert system; Bank of Scotland trades in this instance under its Halifax brand. backgroundMr K had a current account with Halifax, with a debit card linked ... (2 pages)View decision -
Decision Reference DRN-5959917
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5959917 The complaint Mr R has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Monzo in January 2025. In June 2025 Monzo received a fraud report from another bank about a payment ma... (2 pages)View decision -
Decision Reference DRN0047705
9 Jan 2020 Metro Bank PLC Not upheldBanking and creditMr F complains that Metro Bank plc closed his accounts at short notice and applied a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundIn early November 2017 Mr F opened two accounts with Metro Bank. The bank’s records indicate that he reported a lost card on... (3 pages)View decision -
Decision Reference DRN-5640108
4 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5640108 The complaint Mr B complains HSBC UK Bank Plc unfairly recorded a Cifas marker against him. He wants the marker removed and compensation for the impact the marker has had on him. What happened The background that led to HSBC recording a marker against Mr B are understood by ... (4 pages)View decision -
Decision Reference DRN-3107485
4 Feb 2022 St Andrew's Insurance plc Not upheldInsuranceDRN-3107485 The complaint Mr E complains that St Andrew's Insurance Plc (St Andrew’s) rejected a claim for damage to a laptop, cancelled his home insurance, and recorded a fraud indicator with a fraud prevention agency. Mr E bought his policy through an insurance intermediary and most... (2 pages)View decision