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-5749691
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5749691 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) filed an adverse Cifas marker about him. What happened Mr L applied for a basic bank account with HSBC in June 2024. HSBC declined Mr L’s application and in July 2024, it filed an adverse marker about Mr L with Cif... (5 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-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision -
Decision Reference DRN-3632974
10 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3632974 The complaint Mr N complains that Lloyds Bank PLC closed his account and added a marker at CIFAS, the national fraud database. What happened Mr N says he contacted Lloyds in March 2021 to complain about a CIFAS marker. This related to a payment he had received into his account ... (3 pages)View decision -
Decision Reference DRN-2032600
11 Dec 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2032600 The complaint Mr B complains that Nationwide Building Society has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr B says he discovered that in 2016 Nationwide had registered a CIFAS marker. He says that he wasn’t involved in any fraudulent act... (3 pages)View decision -
Decision Reference DRN-3584013
22 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3584013 The complaint Mr A complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database. What happened Mr A says he hasn’t been involved in any fraudulent activity and that the marker hasn’t been added fairly. Monzo Bank said it received a report that a ... (3 pages)View decision -
Decision Reference DRN-5210668
21 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5210668 The complaint Miss H complains that Startline Motor Finance Limited (‘SMF’) recorded an adverse fraud marker against her name. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. In August 2021, Miss H en... (3 pages)View decision -
Decision Reference DRN-4032103
18 Apr 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4032103 The complaint Mrs U complains that HSBC UK Bank Plc registered a marker about her at CIFAS, the national fraud database, when it closed her account. What happened HSBC said it had received a report that £3,000 paid into Mrs U’s account on 9 August 2021 had been obtained fraudul... (3 pages)View decision -
Decision Reference DRN-5407311
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5407311 The complaint Mr B complains Kroo Bank Ltd (“Kroo”) incorrectly applied a fraud marker against him and closed his account. Mr B says Kroo’s actions have caused him significant distress, financial hardship, and inconvenience. To put things right, Mr B wants the marker removed... (3 pages)View decision -
Decision Reference DRN-2840707
18 Jun 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2840707 The complaint E complains Santander UK Plc closed its business account and recorded a marker with CIFAs. It asks for the marker to be removed and compensation for its losses. What happened Mr O is the director of E, a limited company, and brings this complaint on its behalf. E ... (3 pages)View decision