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 DRN-5764845
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5764845 The complaint Mr B complains HSBC UK Bank Plc 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 part... (4 pages)View decision -
Decision Reference DRN-4692250
15 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4692250 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr A was told by Metro that they were closing his account. They also lodged a fraud- related marker on his record with CIFAS.... (2 pages)View decision -
Decision Reference DRN-5861467
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5861467 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In May 2025 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment was f... (2 pages)View decision -
Decision Reference DRN-5603083
24 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5603083 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. After a credit of £750 was received into Miss S’s account, Kroo blocked her account a... (2 pages)View decision -
Decision Reference DRN-5292137
9 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5292137 The complaint Miss G has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss G opened an account with Kroo. She’d recently taken up an online job which involved receiving and sending money to a... (2 pages)View decision -
Decision Reference DRN-5096946
25 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096946 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record wit... (2 pages)View decision -
Decision Reference DRN1054787
28 Jan 2020 Metro Bank PLC Not upheldBanking and creditMiss B complains that Metro Bank PLC has recorded adverse information about her to CIFAS, one of the UK’s fraud alert services.background Miss B is unhappy that Metro Bank has put a CIFAS marker against her name because there was an attempt to pay fraudulent funds in excess of £7,000 into ... (2 pages)View decision -
Decision Reference DRN-3476320
19 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3476320 The complaint Mr O is a sole trader. He complains that Santander UK PLC unfairly declined his Bounce Back Loan application and closed his accounts without notice or explanation. What happened Mr O banked with Santander, holding four accounts. Mr O applied to Santander for a Bou... (5 pages)View decision -
Decision Reference DRN-5083771
11 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5083771 The complaint Mr B has complained Tesco Personal Finance PLC, trading as Tesco Bank lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr B opened a current account with Tesco in January 2019. Tesco then closed Mr B’s account in ... (2 pages)View decision -
Decision Reference DRN-2564246
3 Jun 2021 Interactive Investor Services Limited Not upheldBanking and PaymentsDRN-2564246 The complaint Mr R complains that Interactive Investor Services Limited registered a fraud prevention marker against him without notification or due cause. What happened The facts of this case are well known to both parties so I’m only going to summarise events here: Mr R says... (3 pages)View decision