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-4226919
12 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4226919 The complaint Mr Z complains that TSB Bank Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Mr Z opened an account with TSB on 30 November 2022. His new card and PIN were sent to him on 1 December 2022. Mr Z says he did not... (5 pages)View decision -
Decision Reference DRN-4547547
9 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4547547 The complaint Mr P has complained HSBC UK Bank plc added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In August 2022 HSBC closed Mr P’s account. They’d been made aware that a customer of theirs had been scammed into making a payment in... (2 pages)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-1909767
11 Dec 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-1909767 The complaint Mr K complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly recorded a marker at CIFAS the national fraud database. What happened Mr K applied for a credit card from Tesco Bank which was declined. He complained that Tesco Bank had added the m... (2 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 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-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 DRN-4795757
16 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4795757 The complaint Mr Z complains that National Westminster Bank Plc (NatWest) closed his account and recorded a CIFAS (Credit industry fraud avoidance system) marker against his name. He’d like the marker removed. What happened Mr Z held a current account with NatWest. In Novemb... (2 pages)View decision
