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 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-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (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-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (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 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 DRN-3584013
22 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3584013 The complaint Mr A complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database. What happened Mr A says he hasn’t been involved in any fraudulent activity and that the marker hasn’t been added fairly. Monzo Bank said it received a report that a ... (3 pages)View decision -
Decision Reference DRN-5210668
21 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5210668 The complaint Miss H complains that Startline Motor Finance Limited (‘SMF’) recorded an adverse fraud marker against her name. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. In August 2021, Miss H en... (3 pages)View decision