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-5127862
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5127862 The complaint Mr A has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Mr A was asked by HSBC about a payment of £1,438.81 received into his account. He confirmed this was a payment for ... (2 pages)View decision -
Decision Reference DRN-3835661
27 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3835661 The complaint Mr B complains Monzo Bank Ltd (“Monzo”) unfairly applied a CIFAS fraud marker against him and closed his account. What happened In June 2021, Monzo restricted Mr B’s account as it had concerns about some of the activity on it. Following a review, Monzo decided to ... (4 pages)View decision -
Decision Reference DRN-3040073
15 Oct 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3040073 The complaint Mr I is unhappy National Westminster Bank Plc (“NatWest”) have held him liable for transactions he’s said were carried out by scammers. What happened In November 2020 Mr I opened a current account with NatWest. On 4 February 2021 Mr I says he withdrew £100 from a... (4 pages)View decision -
Decision Reference DRN-4034276
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4034276 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he had no knowledge of any fraudulent use of his account in March 2021. He found out about the CIFAS marker when appli... (4 pages)View decision -
Decision Reference DRN-4610143
23 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4610143 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-5765382
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5765382 The complaint Mr Z has complained that TSB Bank plc didn’t provide adequate compensation after mistakenly applying a fraud-related marker to his record. What happened In March 2024 TSB closed Mr Z’s personal account with them. They believed the account had been opened with f... (2 pages)View decision -
Decision Reference DRN-4622959
20 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4622959 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr O was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-1829917
19 Nov 2020 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-1829917 The complaint Mr G complains that Capital One (Europe) plc has unfairly registered a marker at CIFAS, the national fraud database. What happened Mr G says that when he tried to open a new account with his bank in 2019 he found out that Capital One had registered the marker in 2... (2 pages)View decision -
Decision Reference DRN-4923366
23 Oct 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4923366 The complaint Mr A has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr A was told by Kroo that they were closing his account. They also lodged a fraud- related marker on his record with CIFAS... (2 pages)View decision -
Decision Reference DRN-4035271
30 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4035271 The complaint Miss D complains that Monzo Bank Ltd registered a marker about her at CIFAS, the national fraud database. What happened Miss D says that she has never opened an account with Monzo Bank. And that someone did so by using her personal information. The CIFAS marker is... (2 pages)View decision