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-6051141
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6051141 The complaint Mr H has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr H had opened an account with Revolut in March 2024. He discovered in 2025 that as well as closing his account, Revolut had lodged ... (2 pages)View decision -
Decision Reference DRN-5098162
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5098162 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A had an account wi... (5 pages)View decision -
Decision Reference DRN6196273
7 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc closed his account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr B has had a current account and a savings account with NatWest for several years. He rarely used his savings account. In Marc... (2 pages)View decision -
Decision Reference DRN8726392
19 Jul 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr A complains HSBC UK Bank Plc unfairly recorded a marker against him on the National Fraud Database operated by Credit Industry Fraud Avoidance system (CIFAs). He also says his accounts were closed unfairly. He wants the marker removed and compensation for the trouble he’s been ... (4 pages)View decision -
Decision Reference DRN-4806159
20 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4806159 The complaint Miss O complains Lloyds Bank PLC (“Lloyds”) closed her accounts and loaded a fraud marker against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some ... (4 pages)View decision -
Decision Reference DRN-2475076
4 Jan 2021 Bank of Scotland Plc UpheldMortgagesDRN-2475076 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) registered a marker at CIFAS, the national fraud database. What happened In 2015, Mr T applied for a Halifax mortgage through a broker. According to the electronic record of the application, the br... (2 pages)View decision -
Decision Reference DRN-3570640
15 Jul 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3570640 The complaint Mr P complains that Tesco Personal Finance PLC has added a marker at CIFAS, the national fraud database. What happened Mr P says that he opened an account at Tesco Personal Finance in 2018 and allowed this to be used by a third party. And that was because he had b... (3 pages)View decision -
Decision Reference DRN-4566026
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566026 The complaint Mr M is unhappy that Monzo Bank Ltd closed his account and loaded and adverse fraud marker against his name. Mr M is represented, but for ease, I will refer to him throughout. What happened As both parties are familiar with the circumstances of this complaint, I’v... (4 pages)View decision -
Decision Reference DRN-4706851
2 Apr 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4706851 The complaint Mr A is unhappy that Kroo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A opened an account with Kroo o... (3 pages)View decision -
Decision Reference DRN-3557925
1 Jul 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3557925 The complaint Mr O complains that Starling Bank Limited registered a marker at CIFAS, the national fraud database when it closed his account. What happened Starling Bank says it received reports that payments made into Mr O’s account had been fraudulently obtained. Mr O told it... (3 pages)View decision