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-3298168
31 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3298168 The complaint Mr O is unhappy that HSBC added a CIFAS marker to his record which resulted in his bank accounts elsewhere being closed. He said this had a substantial impact on his wellbeing and university studies and he is seeking compensation from HSBC. What happened HSBC rece... (5 pages)View decision -
Decision Reference DRN-5305366
17 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5305366 The complaint Mr A complains Sainsbury’s Bank Plc registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to de... (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-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 -
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-5819611
28 Nov 2025 Guavapay Limited Not upheldBanking and PaymentsDRN-5819611 The complaint Mr A has complained Guavapay Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Guavapay in August 2024. In September that year Guavapay received a fraud report from another bank a... (2 pages)View decision -
Decision Reference DRN1337862
30 May 2018 Barclays Bank Plc Not upheldBanking and creditMr A complains that Barclays Bank Plc has unfairly closed his accounts and recorded information with a third party fraud prevention scheme.backgroundMr A had several accounts with Barclays. On 9 June 2017, Barclays wrote to Mr A to say that it would be closing the... (2 pages)View decision -
Decision Reference DRN-6011774
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6011774 The complaint Miss K has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss K was trying to open a business account with another bank in 2025. Miss K discovered Revolut had lodged a fraud-related marker... (2 pages)View decision -
Decision Reference DRN-4971818
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971818 The complaint Miss N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2024 Miss N got a query from Monzo about a payment of £500 she’d received into her account. She told them she’d sold an item ... (2 pages)View decision -
Decision Reference DRN-3035146
7 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3035146 The complaint Mr P complains that HSBC UK Bank Plc won’t refund him for transactions on his account which he didn’t authorise. HSBC registered his details with CIFAS the UK’s fraud alert service. He wants the funds refunded and the CIFAS marker removed. His complaint is brought... (6 pages)View decision