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 1929 results
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Decision Reference DRN-4021556
24 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4021556 The complaint Mr O complains that Santander UK Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Santander said that it decided to withdraw Mr O’s banking facilities in August 2021 following a review of his account. After hi... (3 pages)View decision -
Decision Reference DRN-5226965
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5226965 The complaint Mr A complains Nationwide Building Society unfairly closed his newly opened accounts without any notice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (3 pages)View decision -
Decision Reference DRN-2551472
9 Apr 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2551472 The complaint Mr W complains that HSBC (UK) PLC (HSBC) closed his account, without giving him advance notice and registered a fraud marker against his name. Mr W brings this complaint on behalf of his business, J Limited. What happened On 27 April 2020, HSBC wrote to Mr W sayin... (3 pages)View decision -
Decision Reference DRN-2623744
24 Feb 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2623744 The complaint Mr B complained because Nationwide Building Society: - recorded a marker against his name on the CIFAS anti-fraud database; - closed his newly-opened accounts without notice; - required him to provide photographic ID when he’d already taken it to a branch which ha... (7 pages)View decision -
Decision Reference DRN3719271
27 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr F complains that Lloyds Bank plc closed his bank account and placed a CIFAS markeragainst his name. CIFAS is the UK’s fraud alert service.backgroundIn November 2017 Lloyds received notification from another bank that it was trying to makea payment of more than £4,700 to Mr F’s account. ... (2 pages)View decision -
Decision Reference DRN-6031420
18 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6031420 The complaint Mr A complains that Monzo Bank Ltd has recorded information with a fraud prevention agency. What happened In March 2025, Monzo told Mr A that it had closed his account. Mr A became aware that in doing so, Monzo had reported information to CIFAS – a fraud preven... (3 pages)View decision -
Decision Reference DRN3906576
1 Feb 2019 Capital One (Europe) plc UpheldBanking and creditMs M complains Capital One (Europe) Plc unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She wants Capital One to remove the marker and compensate her for the distress and inconvenience this caused. backgroundMs M had a credit ca... (3 pages)View decision -
Decision Reference DRN-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision -
Decision Reference DRN-3632974
10 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3632974 The complaint Mr N complains that Lloyds Bank PLC closed his account and added a marker at CIFAS, the national fraud database. What happened Mr N says he contacted Lloyds in March 2021 to complain about a CIFAS marker. This related to a payment he had received into his account ... (3 pages)View decision -
Decision Reference DRN8715709
25 Jun 2019 Metro Bank PLC UpheldBanking and creditMr C complains Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this has stopped him from being open to bank account. He wants Metro to remove the marker and compensate him for the distress and inconvenience this caused. backg... (3 pages)View decision