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 1668 results
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Decision Reference DRN-5325579
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325579 The complaint A – a limited company complains HSBC UK Bank Plc unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against its name. A is represented by its director - Mr A. What happened A held a business account with H... (3 pages)View decision -
Decision Reference DRN-4488921
12 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4488921 The complaint Miss A that Metro Bank PLC recorded information about her with the fraud database, Cifas. What happened Miss A had an account with Metro. On 18 October 2022, Miss A received a payment of £160,000 into her personal account. The following day, Miss A visited a metro... (3 pages)View decision -
Decision Reference DRN8764850
13 Jul 2018 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd placed a CIFAS marker against his name.backgroundIn May 2017 NewDay wrote to Mr G to say it was removing the use of his credit card facility due to a risk review of his account. It said he should continue to make at least the mi... (1 page)View decision -
Decision Reference DRN-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-3352042
23 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3352042 The complaint Mr S complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, after closing his account. What happened Mr S says that his account was closed in October 2020 after Barclays had told him it was being investigated. He later found... (3 pages)View decision -
Decision Reference DRN6450276
6 Aug 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK Plc unfairly closed his bank accounts. He says this caused him a great deal of distress and inconvenience. He wants Santander to reopen his accounts. backgroundOn 20 February 2016, Mr R opened two accounts with Santander, a basic current account and a basic... (2 pages)View decision -
Decision Reference DRN-5195458
27 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5195458 The complaint Mr E has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2023 Mr E opened an account with Kroo. In February 2024 he was told by Kroo that they had restricted his use of the acco... (3 pages)View decision -
Decision Reference DRN2893995
11 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr B complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services.BackgroundOn 10 November 2017, Mr B’s account received a payment of £9,451.11. Later that same day the money was withdrawn through six mobile b... (3 pages)View decision -
Decision Reference DRN-4344094
8 Jan 2024 TSB Bank plc Not upheldMortgagesDRN-4344094 The complaint Mr K complains that TSB Bank plc unfairly recorded a marker against him with CIFAS, a fraud prevention agency, following a mortgage application. Mr K has made his complaint via a representative I’ll call R. What happened In January 2023, Mr K applied for a joint m... (2 pages)View decision -
Decision Reference DRN6514107
12 Oct 2020 Santander UK Plc Not upheldBanking and creditMrs O complains that Santander UK Plc blocked and then closed her account, and loaded a Cifas marker onto her account. background In late 2018 Mrs O received a five-figure sum from a third party. This triggered an internal review of her account. The result was that her account was blocked.... (2 pages)View decision
