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-5722877
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5722877 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2025 Monzo received a fraud report from another bank about a payment made into Mr A’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-4916412
18 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4916412 The complaint Mr D has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Lloyds closed all of Mr D’s accounts. They’d lodged a fraud-related marker on his record with CIFAS. Mr D complained and ... (2 pages)View decision -
Decision Reference DRN7300630
8 Apr 2020 HSBC UK Bank Plc Not upheldBanking and creditMr Q complains that HSBC UK Bank plc incorrectly recorded adverse information against his name with one of the UK’s fraud alert services and this has caused him a number of difficulties.backgroundMr Q says that he applied for an account online in 2017. A few weeks later a cheque for just u... (3 pages)View decision -
Decision Reference DRN-5189168
3 Apr 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5189168 The complaint Mr M complains that Tide Platform Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr M had an account with Tide. On 31 May 2024, two payments of £865 and £686 were made into Mr M’s account from two individuals I ... (3 pages)View decision -
Decision Reference DRN-3325386
31 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3325386 The complaint Mr R complains Santander UK Plc (“Santander”) unfairly registered a fraud marker against him and closed his accounts. What happened Mr R’s close friend - who I will refer to as Mr M – lived abroad and had fallen seriously unwell. Mr R helped him return to the UK a... (5 pages)View decision -
Decision Reference DRN-4340323
17 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340323 The complaint Mr R complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Monzo. In January 2023, a payment of £200, was made into Mr R’s account, with th... (4 pages)View decision -
Decision Reference DRN-3874638
23 Feb 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3874638 The complaint Mr V is unhappy that Barclays Bank UK PLC closed his bank account and applied a fraud marker against his name. What happened Mr V says that he was at a family gathering at his home when he wanted to buy some presents for one of the children. As he wanted the child... (3 pages)View decision -
Decision Reference DRN-3128945
7 Dec 2021 TSB Bank plc Not upheldMortgagesDRN-3128945 The complaint Mr A and Mrs R complain that TSB Bank plc made an entry about them on a fraud prevention database, CIFAS, when they applied for a mortgage. What happened Mr A and Mrs R applied for a mortgage with TSB. It refused their application and made entries about both of th... (2 pages)View decision -
Decision Reference DRN-3847535
7 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3847535 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he has no knowledge of any fraudulent use of his account in January 2021. And that he found out about the marker when ... (4 pages)View decision -
Decision Reference DRN-6003511
18 Dec 2025 FREEMANS PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6003511 The complaint Ms H complains that Freemans Public Limited Company unfairly reported a fraud marker against her name. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. Ms H opened catalogue shop... (4 pages)View decision