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 DRN9579994
9 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complained because TSB Bank plc recorded a CIFAS marker against his name. He said it wasn’t fair, and he also complained that he hadn’t been told about it or exactly why TSB had applied it. backgroundAn account in Mr D’s name was opened with TSB on 22 February 2017. A number of transa... (3 pages)View decision -
Decision Reference DRN-3128290
24 Feb 2022 Skipton Building Society UpheldMortgagesDRN-3128290 The complaint Mr A complains that Skipton Building Society (“Skipton”) made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr A applied for a mortgage with Skipton in January 2019. Skipton refused the applicati... (3 pages)View decision -
Decision Reference DRN-5782808
28 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5782808 The complaint Mr B complains that Revolut declined to refund him £2,000 which he lost as a result of a scam. He is also unhappy that Revolut registered a Cifas marker against his name without due cause. What happened The circumstances of this complaint are well-known to both... (5 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
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 DRN5909924
14 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr I’s unhappy that National Westminster Bank Plc closed his account and placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundNatWest closed Mr I’s account. It sent him a letter to explain that it had closed his account.When Mr I comp... (2 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 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 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 DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision