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-3465968
6 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3465968 The complaint Mr M has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In May 2019, Mr M applied for a current account with Santander, and was asked to provide 3 years’ worth of address history. He told Santa... (3 pages)View decision -
Decision Reference DRN-5903109
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5903109 The complaint Mr F complains that Monzo Bank Ltd unfairly applied an adverse fraud marker against his name and closed his account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr F held an account ... (3 pages)View decision -
Decision Reference DRN0676685
29 Apr 2019 Lloyds Bank PLC UpheldBanking and creditMr R complains that Lloyds Bank PLC closed his account without any notice and has loaded a fraud (CIFAS) marker against him which is preventing him opening an account elsewhere.background Mr R said that he is in financial difficulties, and as he doesn’t have a bank ac... (3 pages)View decision -
Decision Reference DRN-4742521
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742521 The complaint Mr R has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In January 2023, Mr R received two credits of £65 each. Monzo says it received a fraud report about these credits. It asked Mr R about the ... (3 pages)View decision -
Decision Reference DRN-4757386
30 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4757386 The complaint Miss J complains that TSB Bank plc (“TSB”) unfairly registered her details with a fraud prevention service (CIFAS). What happened Miss J fell victim to an investment scam and quickly ran out of funds. She was told that she’d obtain her investment if she could pay ... (3 pages)View decision -
Decision Reference DRN-3252605
13 Jan 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3252605 The complaint Mr O has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr O sold a phone through an online marketplace. He says the buyer asked to pay him via a direct bank transfer rather ... (3 pages)View decision -
Decision Reference DRN-4619414
3 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4619414 The complaint Mr G complains that American Express Services Europe Limited (AESEL) (Amex) unfairly registered a marker about him at Cifas, the national fraud database. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-5328988
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328988 The complaint Mr D complains that HSBC UK Bank Plc unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr D had an account with HSBC. Between 28 and 29 October 2023, 11 payments totalling more than £4,000 from four individuals, I will... (4 pages)View decision -
Decision Reference DRN-3597603
31 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3597603 The complaint Mr S complains that Barclays Bank UK PLC unfairly closed his account and lodged a marker with CIFAS – a national fraud prevention service. What happened Mr S explained that he was approached by a friend to invest in crypto trading and promised a large percentage (... (3 pages)View decision -
Decision Reference DRN-3970694
27 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3970694 The complaint Mr M complains that Santander UK Plc registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Santander said it had received a report that payments into Mr M’s accounts totalling £1,810 in May 2019 had been reported as f... (3 pages)View decision