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-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 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-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-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-3050647
10 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3050647 The complaint Mr D complains that Santander UK Plc (Santander) closed his account and applied a fraud marker. What happened What Mr D says Mr D says that in 2015 he worked part-time as a car hire broker. He put third parties in touch with hire companies, completed the necessary... (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 -
Decision Reference DRN-5950965
28 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5950965 The complaint Miss M has complained TSB Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss M held an account with TSB. This wasn’t her only account so when her cousin needed somewhere to enable his universal credits ... (2 pages)View decision -
Decision Reference DRN4306774
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMs R complains that National Westminster Bank Plc has registered a marker at CIFAS, the national fraud prevention agency, which is affecting her ability to obtain borrowing.backgroundMs R applied for a buy to let mortgage with NatWest in November 2018. This was declined and so, she says, w... (2 pages)View decision