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-3428266
10 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3428266 The complaint Mr O complains that Santander UK Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened Santander said that it had decided to close Mr O’s account. It had received a report of fraud. And that Mr O hadn’t provided any ev... (2 pages)View decision -
Decision Reference DRN-2291719
11 Nov 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2291719 The complaint Miss A complains that Barclays Bank UK PLC has unfairly registered a fraud marker at CIFAS the national fraud database. What happened Miss A contacted Barclays when she found out about the marker. She says that she had no knowledge of fraudulent funds paid into he... (3 pages)View decision -
Decision Reference DRN-3233600
28 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3233600 The complaint Miss K complains that Santander UK Plc closed her account and registered a marker at CIFAS, the national fraud database. What happened Miss K says she was contacted by individuals on social media about receiving money into her account for someone else unable to ma... (3 pages)View decision -
Decision Reference DRN-5733735
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733735 The complaint Mr M complaints Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN6580389
23 Jan 2020 Bank of Scotland Plc UpheldBanking and creditMr G complains that Bank of Scotland plc closed his account and recorded information with CIFAS, the UK’s fraud alert service. backgroundIn 2016 Mr G received a payment into his account, which Bank of Scotland identified as fraudulent. That is, the holder of the account from which the paym... (2 pages)View decision -
Decision Reference DRN-4368028
12 Mar 2024 Koto Card Limited UpheldBanking and PaymentsDRN-4368028 The complaint Mr B complains that Koto Card Limited unfairly recorded a marker against him with the fraud prevention agency CIFAS, which was subsequently removed. He’d like compensation for the disruption this caused. What happened The facts of this case are known to both parti... (2 pages)View decision -
Decision Reference DRN-3224148
12 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3224148 The complaint Mr A complains that Santander UK Plc closed his account and recorded a marker with a fraud prevention agency after he received a payment in to his account. He is also unhappy Santander have withheld these funds from him. What happened Mr A held a current account ... (5 pages)View decision -
Decision Reference DRN-3691515
24 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3691515 The complaint Mr S complains that HSBC UK Bank Plc blocked his bank account and placed a fraud marker against his name causing serious repercussions for him. What happened Mr S had a personal account with HSBC. In January 2021, two payments totalling just over £2,000 were made ... (4 pages)View decision -
Decision Reference DRN-5583404
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5583404 The complaint Miss R complains that Monzo Bank Ltd unfairly closed her account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. Miss R also complains that she received a poor level of service from Monzo. What happened Around July last year... (4 pages)View decision -
Decision Reference DRN-5889141
9 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5889141 The complaint Mr C has complained Revolut Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C opened an account with Revolut in March 2023. In October 2024 Revolut restricted Mr C’s account after getting a fraud notif... (3 pages)View decision