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-4341845
23 Oct 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4341845 The complaint Mr A complains that TSB Bank plc wouldn’t remove a marker about him at CIFAS. What happened Mr A explains that he found out that the marker had been added after his account was closed. This has prevented him opening an account elsewhere. He didn’t know that the mo... (3 pages)View decision -
Decision Reference DRN-2958683
4 Sep 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2958683 The complaint Mr S complains that TSB Bank plc has recorded a marker at CIFAS, the national fraud database. What happened TSB says it recorded the CIFAS marker following an application by Mr S in June 2019 because he didn’t disclose a previous address which had adverse credit d... (3 pages)View decision -
Decision Reference DRN-6215869
18 Mar 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6215869 THE COMPLAINT Mr A’s complaint is about Nationwide Building Society (“Nationwide”). Mr A is represented in this matter. However, where appropriate, I will refer to Mr A solely in this decision for ease of reading. WHAT HAPPENED The circumstances of this complaint are well ... (4 pages)View decision -
Decision Reference DRN-3804379
28 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3804379 The complaint Mr M complains that when Monzo Bank Ltd closed his account it added a marker at CIFAS, the national fraud database. What happened Mr M says that he didn’t know that money sent to his account was obtained fraudulently. And that the CIFAS marker was affecting his ab... (3 pages)View decision -
Decision Reference DRN-5560574
21 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5560574 The complaint Mr W has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In late 2023 Mr W opened an account with Kroo. Mr W has said that he never made any transactions on the account and only opened i... (3 pages)View decision -
Decision Reference DRN0126921
7 Oct 2020 HSBC UK Bank Plc UpheldBanking and creditMr G complains HSBC UK Bank Plc unfairly closed his account and recorded a CIFAS marker against his name. He brings this complaint with the assistance of his mother – Mrs G – but for ease, I will refer to all submissions as if made by Mr G directly. background HSBC contacted Mr G and invit... (2 pages)View decision -
Decision Reference DRN-2777559
26 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2777559 The complaint Mr N is unhappy with Barclays Bank UK PLC because they applied a CIFAS marker against him in 2016. Barclays have removed the CIFAS marker, apologised and offered £800.00. What happened A third-party bank closed Mr N’s bank account when he applied for a personal lo... (3 pages)View decision -
Decision Reference DRN-5639795
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5639795 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 HSBC received a fraud report from another bank about a payment made into Mr M’s HSBC account. This payment was for... (3 pages)View decision -
Decision Reference DRN-4699692
25 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4699692 The complaint Miss S complains that Monzo Bank Ltd unfairly closed her account and registered a CIFAS marker against her. CIFAS is the UK’s fraud alert service. What happened Miss S held an account with Monzo. In September 2023, a payment of £750 entered Miss S’s account. Miss ... (3 pages)View decision -
Decision Reference DRN-5756211
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756211 The complaint Mr N complains Monzo Bank Ltd unfairly 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 parties. So, I’ll only provid... (3 pages)View decision