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-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 -
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-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-4758977
13 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4758977 The complaint Mrs O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Mrs O was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIFAS... (2 pages)View decision -
Decision Reference DRN-4998910
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4998910 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 early 2024 Mr A was told by HSBC that they were closing his account. They also lodged a fraud-related marker on his record wi... (2 pages)View decision -
Decision Reference DRN-5676982
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5676982 The complaint Miss P complains that Santander UK Plc (‘Santander’) unfairly closed her basic and savings accounts. What happened Miss P had a basic and savings accounts with Santander. In addition, she also held kids savings accounts for her children. Santander wrote to Mi... (3 pages)View decision -
Decision Reference DRN-5435118
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5435118 The complaint Mr Y complains that Barclays Bank UK PLC unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Mr Y’s newly opened account with Barclays was closed immediately after being open for a few... (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-5378965
11 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5378965 The complaint Mrs O complains that Starling Bank Limited (‘Starling’) registered a Cifas marker against her without due cause. What happened The details of this complaint are well known to both parties, so I will not go into every detail here. But, in summary, in September 2... (4 pages)View decision -
Decision Reference DRN-5764648
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5764648 The complaint Mr A complains that Revolut Ltd unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened In June 2023, after receiving an unexpected payment of £1,000, Revolut closed Mr A’s account and rec... (3 pages)View decision