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 1938 results
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Decision Reference DRN-6058017
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058017 The complaint Miss C complains Revolut Ltd recorded a marker against her on a national fraud database. She doesn’t think it’s treated her fairly. What happened Below is a summary of what happened. Miss C received £300 into her Revolut account through a bank transfer in Decem... (3 pages)View decision -
Decision Reference DRN8825859
19 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditMr N complains that Bank of Scotland plc (trading as Halifax) will not remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it.backgroundI’ve issued two provisional decisions on this case. The... (3 pages)View decision -
Decision Reference DRN-2841810
6 Jul 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2841810 The complaint Mr S complains that TSB Bank plc closed his account and recorded a marker at CIFAS, the national fraud database. What happened Mr S said his account was closed in October 2016 and no explanation was provided. He has had difficulty obtaining a bank account since. A... (3 pages)View decision -
Decision Reference DRN0012091
16 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMr S complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr S had an account with NatWest for several years. On 9 November 2018, he received a payment of £240.00 into his current account from an acc... (3 pages)View decision -
Decision Reference DRN7414529
13 Jan 2020 Santander UK Plc Not upheldBanking and creditComplaintMr F has complained that Santander UK Plc registered a CIFAS marker against his name.BackgroundSantander closed Mr F’s account and registered a CIFAS marker after someone had deposited two cheques in his account for £39,310 and £32,000. The first cheque was returned marked ‘unpaid... (4 pages)View decision -
Decision Reference DRN-3837000
17 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3837000 The complaint Mr D complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says he wasn’t involved in any fraudulent activity on the account. And that the marker is affecting his ability to access f... (4 pages)View decision -
Decision Reference DRN-2733494
4 Mar 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-2733494 The complaint Miss A is unhappy that Metro Bank PLC closed her bank account and placed a fraud marker against her name. What happened In October 2019, Miss A received a payment into her Metro account for £3,500. A few months after the payment being made, Metro received notifica... (4 pages)View decision -
Decision Reference DRN-4191589
6 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4191589 The complaint Mr M complains that Lloyds Bank PLC registered a fraud marker about him at CIFAS. What happened Lloyds said it hadn’t made a mistake. It received a report that funds paid into Mr M’s savings account in December 2018 were fraudulent. That money was transferred to h... (3 pages)View decision -
Decision Reference DRN-3024520
27 Sep 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-3024520 The complaint Mr R complains that Starling Bank Limited registered a marker at CIFAS, the national fraud database, after closing his account. What happened Starling Bank says it received a report that a payment of £50 received into Mr R’s account on 6 December 2019 was fraudule... (3 pages)View decision -
Decision Reference DRN-4120631
18 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4120631 The complaint Mr A complains that Monzo Bank Ltd (Monzo) closed his account without notice and wrongly recorded his details on the Credit Industry Fraud Avoidance System (CIFAS). He would like the CIFAS marker to be removed as it is impacting his life including his ability to f... (3 pages)View decision