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 1918 results
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Decision Reference DRN-4571987
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4571987 The complaint Mr L complains that Santander UK Plc unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr L applied for a basic account with Sa... (2 pages)View decision -
Decision Reference DRN1380299
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMr T is unhappy that National Westminster Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this had led to him having his bank account closed. And he wants NatWest to remove his CIFAS marker. backgroundMr T opened an account with NatWest in 2... (3 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN9564596
25 Nov 2019 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr R is unhappy that HSBC UK Bank Plc blocked access to his account and removed the available funds from it. He’s also unhappy that a Credit Industry Fraud Avoidance System (CIFAS) marker was recorded against his name. BackgroundMr R has been a HSBC customer since 29 May 2018. He ... (3 pages)View decision -
Decision Reference DRN7666248
25 Jun 2015 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc (“Santander”) has wrongly placed a record against his name on the Credit Industry Fraud Avoidance Scheme (“CIFAS”) database. He feels that this is affecting his ability to secure a mortgage.Mr M has been supported in bringing this... (2 pages)View decision -
Decision Reference DRN-5989606
10 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5989606 The complaint Miss S has complained Nationwide Building Society provided incorrect information to a third party which led to a fraud-related marker being lodged in her name. What happened In 2024 Miss S applied for a student loan with a third party (who I’ll call S). As part... (3 pages)View decision -
Decision Reference DRN-4786612
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4786612 The complaint Mr U complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr U had an account with Monzo, which he opened in May 2023. In late May 2023, a payment of just over £100 was made into Mr U’s acco... (3 pages)View decision -
Decision Reference DRN-3487293
19 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3487293 The complaint Miss S complained because Monzo Bank Limited closed her account and recorded a CIFAS fraud marker against her name. What happened On 19 January 2021, Miss S opened a Monzo account with £0.01, by faster payment. On 21 January, a faster payment for £100 credited the... (4 pages)View decision -
Decision Reference DRN0171125
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland Plc (trading as Halifax) closed his account and applied a CIFAS fraud marker to his credit file without telling him.backgroundMr A had an account with Halifax. In November 2017 Halifax decided to close his account, as a result of ... (2 pages)View decision -
Decision Reference DRN-4673869
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4673869 The complaint Mr W is unhappy that Nationwide Building Society registered a Cifas marker against his name. Cifas is the UK’s fraud prevention agency. Mr W is also unhappy that Nationwide won’t disclose certain information to him. He wants the marker removed. What happened The b... (3 pages)View decision