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 DRN6052594
21 Feb 2020 Metro Bank PLC Not upheldBanking and creditMiss F is unhappy that Metro Bank Plc (Metro) ended its banking relationship with her by closing her Metro accounts and registering a Credit Industry Fraud Avoidance System (CIFAS) marker against her. Miss F has told us the impact of this has been significant for her in terms of being able... (3 pages)View decision -
Decision Reference DRN-3159645
23 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3159645 The complaint Miss D complains that Santander UK PLC (Santander) declined her fraud claim and registered a CIFAS marker against her name. She also complains that she received poor customer service during this time. What happened Miss D’s Santander account was opened in May 2019... (3 pages)View decision -
Decision Reference DRN-5812473
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5812473 The complaint Mr J complains Revolut Ltd has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 11 January 2025, Mr J received a payment of £200 into his Revolut account. Revolut later received notification from ... (3 pages)View decision -
Decision Reference DRN-2856121
8 Sep 2021 Santander UK Plc Not upheldMortgagesDRN-2856121 The complaint Mr M complains that Santander UK Plc made an entry about him ion the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr M and a third party had a joint mortgage with Santander. In 2015, they applied for further borrowing an... (2 pages)View decision -
Decision Reference DRN-6058017
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058017 The complaint Miss C complains Revolut Ltd recorded a marker against her on a national fraud database. She doesn’t think it’s treated her fairly. What happened Below is a summary of what happened. Miss C received £300 into her Revolut account through a bank transfer in Decem... (3 pages)View decision -
Decision Reference DRN-3604054
23 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3604054 The complaint Mr S complains that Monzo Bank Ltd has registered a marker at CIFAS the national fraud database. What happened Mr S says he was asked by someone from college to open an account in May 2021. And that he allowed that account to be used by this person and would benef... (3 pages)View decision -
Decision Reference DRN0012091
16 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMr S complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr S had an account with NatWest for several years. On 9 November 2018, he received a payment of £240.00 into his current account from an acc... (3 pages)View decision -
Decision Reference DRN-2841810
6 Jul 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2841810 The complaint Mr S complains that TSB Bank plc closed his account and recorded a marker at CIFAS, the national fraud database. What happened Mr S said his account was closed in October 2016 and no explanation was provided. He has had difficulty obtaining a bank account since. A... (3 pages)View decision -
Decision Reference DRN-2282011
27 Oct 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2282011 The complaint Mr N complains that Lloyds Bank PLC has registered a marker at CIFAS, the national fraud database, which is preventing him from opening an account elsewhere. What happened Mr N received a payment of £1,500 into his account at Lloyds on 27 August 2018 at 20:58. Thi... (4 pages)View decision -
Decision Reference DRN-2599561
17 Feb 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2599561 The complaint Miss K complains that Santander UK Plc closed her account and recorded a Credit Industry Fraud Awareness System (CIFAS) marker against her name. She feels the marker should be removed. What happened I sent Miss K and Santander a provisional decision on 13 January ... (2 pages)View decision