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-5813514
22 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5813514 THE COMPLAINT Mr B complains that Monzo Bank Ltd (“Monzo”) loaded a Cifas marker against him. Mr B would like this removed. Mr B is represented by his mother in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of reading. WHAT... (3 pages)View decision -
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-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-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-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-3428266
10 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3428266 The complaint Mr O complains that Santander UK Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened Santander said that it had decided to close Mr O’s account. It had received a report of fraud. And that Mr O hadn’t provided any ev... (2 pages)View decision -
Decision Reference DRN3010461
22 Jun 2018 Bank of Scotland Plc Not upheldBanking and creditMr J has complained that Bank of Scotland plc (trading as Halifax) have unfairly placed a warning about him on the CIFAS (Credit Industry Fraud Avoidance System) database in relation to fraudulent activity on his current account last year. background In May 2017 £790 ... (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 -
Decision Reference DRN-5465250
4 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465250 The complaint Mrs N complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint ... (4 pages)View decision