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 2048 results
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Decision Reference DRN8955476
11 Mar 2020 National Westminster Bank Plc Not upheldBanking and creditMiss S is unhappy that National Westminster Bank Plc closed her account and added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She’d like NatWest to remove the marker. BackgroundMiss S had an account with NatWest. On the 20 November 2017, a payment of £9,800 wa... (3 pages)View decision -
Decision Reference DRN3180837
12 Mar 2015 TD Asset Administration UK Limited Not upheldInvestment and pensionsMr L’s complained that NatWest Stockbrokers Ltd (“NWS”) unfairly registered details about him with CIFAS. This was after he attempted to open an account with NWS in 2012. To settle his complaint, he would like the CIFAS entry removed.background In 2005 Mr L was successful in opening an... (2 pages)View decision -
Decision Reference DRN4870237
17 Feb 2016 Coventry Building Society Not upheldBanking and creditMr B complains about a fraud maker on his credit file after he applied for a mortgage with Coventry Building Society.our initial conclusionsMr B applied for a buy to let mortgage with Coventry in 2014. Coventry says that because the information from Mr B’s P60 was not v... (2 pages)View decision -
Decision Reference DRN-2023941
15 Sep 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2023941The complaintMr S complains that Barclays Bank UK PLC has unfairly registered a fraud marker at CIFAS, the national fraud database. What happenedMr S made an application for an account at Barclays in July 2017. It was declined and he was told that this was because of adverse inf... (2 pages)View decision -
Decision Reference DRN-4632556
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4632556 The complaint Mr S complains Monzo Bank Ltd unfairly loaded a CIFAs marker on the National Fraud Database. He wants the marker removed and compensation. What happened Mr S opened an account with Monzo in December 2020. In January 2021 Monzo reviewed his account, closed it, and ... (3 pages)View decision -
Decision Reference DRN-1708454
18 Jun 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1708454 The complaintMr W complains that HSBC UK Bank plc closed his account and recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services. He wants HSBC to allow him to keep his account, or to remove the marker so that he can bank elsewhere. What happened... (2 pages)View decision -
Decision Reference DRN-5978094
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978094 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2023. In December 2024 Monzo received fraud reports from other banks about a num... (2 pages)View decision -
Decision Reference DRN7039852
11 Jun 2020 Metro Bank PLC Not upheldBanking and creditMr S’s complaint against Metro Bank PLC (Metro) is that it’s recorded a fraud prevention marker (CIFAS) against his name, and he can’t open a new account.backgroundIn 2016, Mr S opened an account with Metro. In August 2017, fraudulent funds were received into this account, and then transfe... (2 pages)View decision -
Decision Reference DRN-3786402
24 Nov 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3786402 The complaint Miss O complains that Starling Bank Limited has registered a marker at CIFAS, the national fraud database. What happened Miss O says she opened an account with Starling Bank to continue her online selling of goods. She says she didn’t know that payments into her a... (3 pages)View decision -
Decision Reference DRN-5929827
18 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5929827 The complaint Mrs H complains that J.P. Morgan Europe Limited trading as Chase has wrongly recorded information with a fraud prevention agency. What happened In November 2024 Mrs H opened a bank with Chase. A few months later, Chase reviewed the account and in March 2025 clo... (3 pages)View decision