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-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN-5325579
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325579 The complaint A – a limited company complains HSBC UK Bank Plc unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against its name. A is represented by its director - Mr A. What happened A held a business account with H... (3 pages)View decision -
Decision Reference DRN-5426173
8 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5426173 The complaint Miss M complains that The Co-operative Bank Plc (‘Co-op’) closed her account. Miss M adds that the situation has impacted another of her bank accounts and her ability to work. What happened In November 2024, Miss M attempted to withdraw funds from her Co-op b... (3 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision -
Decision Reference DRN-4488921
12 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4488921 The complaint Miss A that Metro Bank PLC recorded information about her with the fraud database, Cifas. What happened Miss A had an account with Metro. On 18 October 2022, Miss A received a payment of £160,000 into her personal account. The following day, Miss A visited a metro... (3 pages)View decision -
Decision Reference DRN-3578334
19 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3578334 The complaint Mr A is unhappy that HSBC UK Bank Plc loaded a fraud marker against his name using the Cifas database. What happened Mr A began to experience difficulties with his financial accounts. He made a request to Cifas asking what information it held on him, and on 15 Jan... (2 pages)View decision -
Decision Reference DRN-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (3 pages)View decision -
Decision Reference DRN-2835308
27 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2835308 The complaint Mr E complains that Barclays Bank UK Plc loaded him to the National Fraud Database and closed his bank account. He’d like the loading removed, his account reopened and compensation for the impact. What happened On 13 March 2018 Barclays received notification from ... (5 pages)View decision -
Decision Reference DRN-4782513
7 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4782513 The complaint Ms M complains that Revolut Ltd (“Revolut”) won’t refund over £4,000 she lost to an employment scam in March 2023. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms M fell vict... (3 pages)View decision