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
-
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision -
Decision Reference DRN-1341248
10 Jul 2020 Oodle Financial Services Limited Not upheldConsumer CreditDRN-1341248 The complaintMiss D complains that Oodle Financial Services Limited passed information about her, to a fraud prevention agency. The information is about a car finance loan application, which Miss D says, was started by someone else and not by her. What happenedIn July 2019 a c... (4 pages)View decision -
Decision Reference DRN-5972798
5 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5972798 The complaint Mr T complains HSBC UK Bank Plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 15 January 2024, Mr T received a payment of £13,156 into his account. HSBC later received information that this... (2 pages)View decision -
Decision Reference DRN8482614
24 Jul 2017 Shawbrook Bank Limited Not upheldBanking and creditMr K complains that Shawbrook Bank Limited withdrew a mortgage offer it had made to him.backgroundMr K applied for a mortgage with Shawbrook on buy to let property. Shawbrook considered his application and made an offer on 11 March 2016. But it then withdrew the offe... (2 pages)View decision -
Decision Reference DRN-1065139
30 Sep 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1065139 The complaint G complains that National Westminster Bank Plc recorded a CIFAS marker against its name and won’t remove it. G is a limited company and the complaint is brought on its behalf by its director, who I’ll refer to as Ms O. CIFAS is one of the UK’s fraud alert services... (2 pages)View decision -
Decision Reference DRN-5946650
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5946650 The complaint Mr G complains Santander UK Plc have recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Mr G made a loan application to Santander in July 2024. Santander declined that application and registered a Cifas... (2 pages)View decision -
Decision Reference DRN-3735216
11 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3735216 The complaint Mrs K complains that NewDay Ltd incorrectly added a marker about her at CIFAS, the national fraud database, causing her financial difficulties and distress. What happened Mrs K explains that her accounts with other financial businesses were closed within a short s... (3 pages)View decision -
Decision Reference DRN-5732646
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732646 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) registered him with Cifas without due cause. What happened The circumstances surrounding this complaint are well known to both parties, so I will not go into every detail of what happened here. In summary, in Februa... (3 pages)View decision -
Decision Reference DRN-4849361
10 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849361 The complaint Mr P is unhappy that Monzo Bank Ltd loaded an adverse fraud marker against his name unfairly. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr P held an account with Monzo. In November of 2... (3 pages)View decision -
Decision Reference DRN-3442045
12 May 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3442045 The complaint Miss A complains N26 Bank GmbH unfairly recorded a Cifas marker against her on the national fraud database. She wants the marker removed. What happened Our investigator stated the background facts that led to Miss A’s complaint in their view. I find no need to rep... (4 pages)View decision