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
-
Decision Reference DRN-4704965
25 Mar 2024 Atom Bank PLC Not upheldMortgagesDRN-4704965 The complaint Mr N complains that Atom Bank PLC trading as Atom Bank incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application submitted in his name. Mr N says he was the victim of impersonation fraud and Atom should remo... (3 pages)View decision -
Decision Reference DRN-3650710
26 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3650710 The complaint Mr P is unhappy that Madison CF UK Limited, trading as 118 118 Money (“118”), recorded a fraud marker against his name using the Cifas database. What happened Mr P approached Cifas and asked it what information it held on him after he had issues with existing, and... (4 pages)View decision -
Decision Reference DRN0874462
22 May 2020 National Westminster Bank Plc UpheldBanking and creditMr B complains that National Westminster Bank Plc applied a fraud marker to CIFAS the national fraud database when it closed his account.background Mr B received a payment of £500 into his account on 17 October 2018. NatWest was sent a report that these funds were fraudulent by the sender’... (2 pages)View decision -
Decision Reference DRN-2794931
1 Jun 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2794931 The complaint Miss K complains that Lloyds Bank PLC has registered a marker at CIFAS, the national fraud database and closed her account. What happened Miss K says that the marker hadn’t been added fairly and this has caused her difficulties with her account at a different fina... (2 pages)View decision -
Decision Reference DRN-5176970
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5176970 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. She initially expected to use this to send money overseas but didn’t actually use the... (2 pages)View decision -
Decision Reference DRN-5153115
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153115 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2024 Mr A was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record ... (2 pages)View decision -
Decision Reference DRN-6113927
10 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6113927 The complaint Mr F has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, and then provided inadequate compensation after they agreed to remove the marker. What happened Mr F opened an account with HSBC in February 2... (2 pages)View decision -
Decision Reference DRN-2900243
29 Jun 2021 Starling Bank Limited UpheldBanking and PaymentsDRN-2900243 The complaint Mr G complains that Starling Bank Limited treated him unfairly when he applied for an account with it. What happened I issued my provisional decision on this complaint on 9 June 2021. I’ve set this out below. These were my provisional conclusions, subject to any ... (3 pages)View decision -
Decision Reference DRN-2595665
15 Feb 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2595665 The complaint Mr A complains that Santander UK Plc unfairly blocked and then closed his personal and business bank accounts without good reason. What happened I issued my provisional decision of 21 January 2021, which forms part of this final decision. In my provisional decisio... (4 pages)View decision -
Decision Reference DRN4823440
20 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMrs O has complained that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. CIFAS is one of the UK’s fraud prevention agencies.what happenedFollowing an account review in June 2018, Lloyds gave Mrs O notice they were going to close her accou... (3 pages)View decision