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-4704971
25 Mar 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4704971 The complaint Mr N complains that Accord Mortgages Limited trading as Accord Mortgages incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application that he says was made in his name fraudulently. Mr N wants Accord to remove ... (4 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN-5009874
22 Oct 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5009874 The complaint Mr E complained that Bank of Ireland (UK) Plc (“BOI”) recorded a marker against his name on a fraud prevention database, which prevented him from obtaining a mortgage elsewhere. What happened Mr E applied for a mortgage with BOI, using the support of a broker. ... (3 pages)View decision -
Decision Reference DRN-3163168
3 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3163168 The complaint Mr N complains that National Westminster Bank Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened NatWest said it had received a report that funds paid into Mr N’s account were fraudulently obtained. And so, it had d... (3 pages)View decision -
Decision Reference DRN-5687457
6 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5687457 The complaint Mr D complains that Monzo Bank Ltd closed his account with it and registered his details with CIFAS, the UK’s main fraud prevention agency. What happened Mr D held an account with Monzo. On 19 December 2024 a payment of £200 was credited to his account and on 2... (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-3601233
31 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3601233 The complaint Mr H complains that Santander UK Plc unfairly closed his account and lodged a fraud marker against him with CIFAS. What happened Mr H received fraudulent funds into his account, after agreeing to help out someone who he shared accommodation with. Mr H explained th... (3 pages)View decision -
Decision Reference DRN-4211818
1 Aug 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-4211818 The complaint Mr A complains that Metro Bank PLC added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he agreed to receive money into his account for a third party. And then to send it to another account. He didn’t ... (3 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-4817680
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817680 The complaint Mr B complains Barclays Bank UK PLC caused him financial loss and distress and inconvenience by incorrectly closing his business account. What happened The facts that led to Mr B’s complaint are well known to both parties, so I am not going to detail everything wh... (4 pages)View decision