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 DRN1126129
19 May 2014 Clydesdale Bank Plc Not upheldBanking and creditMr G complains that Clydesdale Bank Plc put adverse information on his credit file after an unknown person tried to pay a fraudulent cheque into his current account. He says the bank closed his savings and current accounts after this and he has been unable to open an account elsewh... (2 pages)View decision -
Decision Reference DRN-4702952
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4702952 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr C 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-4088774
22 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4088774 The complaint Miss O complains that HSBC UK Bank Plc recorded information about her with the national fraud database Cifas. What happened Miss O had an account with HSBC. In October 2022, HSBC decided to close Miss O’s account. But Miss O subsequently had difficulties opening ... (3 pages)View decision -
Decision Reference DRN5643995
11 Jan 2019 Lloyds Bank PLC Not upheldBanking and creditMr A complains that Lloyds Bank PLC (trading as Scottish Widows Bank) incorrectly placed a fraud marker on his record. He says this has caused him hardship and financial loss.backgroundMr A took out a residential mortgage with Scottish Widows in 2008. In 2012, he appli... (3 pages)View decision -
Decision Reference DRN2447236
14 Feb 2019 Santander UK Plc UpheldBanking and creditMr J complains that Santander UK Plc closed his account and placed a CIFAS fraud marker on his account without telling him. As a result of this he found he was unable to open a new account with another bank.backgroundMr J had two accounts with Santander: a curren... (3 pages)View decision -
Decision Reference DRN-4966568
19 Sep 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4966568 The complaint Mr A has complained that Astrenska Insurance Limited declined a claim he made on a travel insurance policy, voided the policy and applied a fraud marker to his personal details. What happened In January 2024, Mr A had some cash stolen by pickpockets whilst he ... (3 pages)View decision -
Decision Reference DRN-4975686
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975686 The complaint Mr W complains that Monzo Bank Ltd closed his account and registered a Cifas marker against him without due cause. Mr W is represented but for ease within this decision, I will refer to their comments as Mr W’s. What happened On 4 May 2023 Mr W received a £58... (5 pages)View decision -
Decision Reference DRN6295014
19 Feb 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr A complains that HSBC UK Bank plc closed his accounts and recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services.BackgroundMr A says his account was taken over and he knew nothing about the transactions which took place on his account during Feb... (3 pages)View decision -
Decision Reference DRN5112736
22 Jun 2020 Barclays Bank UK PLC UpheldBanking and creditMr S has complained Barclays Bank UK PLC closed his account without notice and placed a fraud-related marker against his record.backgroundMr S held a personal and a business account – in the name of a limited company of which he is a director – with Barclays. I’ll refer to the company as F... (3 pages)View decision -
Decision Reference DRN-2415512
14 Jan 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2415512 The complaint Mr F complains that N26 Bank GmbH has unfairly registered a marker at CIFAS, the national fraud database. What happened Mr F contacted N26 Bank after his account at a different financial business was closed. He found that N26 Bank had registered the CIFAS marker. ... (2 pages)View decision