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-5950965
28 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5950965 The complaint Miss M has complained TSB Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss M held an account with TSB. This wasn’t her only account so when her cousin needed somewhere to enable his universal credits ... (2 pages)View decision -
Decision Reference DRN-2595665
15 Feb 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2595665 The complaint Mr A complains that Santander UK Plc unfairly blocked and then closed his personal and business bank accounts without good reason. What happened I issued my provisional decision of 21 January 2021, which forms part of this final decision. In my provisional decisio... (4 pages)View decision -
Decision Reference DRN4823440
20 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMrs O has complained that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. CIFAS is one of the UK’s fraud prevention agencies.what happenedFollowing an account review in June 2018, Lloyds gave Mrs O notice they were going to close her accou... (3 pages)View decision -
Decision Reference DRN-5046757
9 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5046757 The complaint Mr S complains Monzo Bank Ltd unfairly applied an adverse fraud marker against him in 2022. Mr S says Monzo’s actions have caused him substantive distress and inconvenience as his main bank account has been closed and he is unable to get credit. What happened T... (5 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-3050647
10 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3050647 The complaint Mr D complains that Santander UK Plc (Santander) closed his account and applied a fraud marker. What happened What Mr D says Mr D says that in 2015 he worked part-time as a car hire broker. He put third parties in touch with hire companies, completed the necessary... (4 pages)View decision -
Decision Reference DRN-5588804
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5588804 The complaint Mr K complains American Express Services Europe Limited (AESL) unfairly blocked and closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-5426173
8 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5426173 The complaint Miss M complains that The Co-operative Bank Plc (‘Co-op’) closed her account. Miss M adds that the situation has impacted another of her bank accounts and her ability to work. What happened In November 2024, Miss M attempted to withdraw funds from her Co-op b... (3 pages)View decision -
Decision Reference DRN-3428367
8 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3428367 The complaint Mrs M has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In January 2021, Mrs M received some payments that she then passed on. It turned out these were fraudulent funds. Monzo closed Mrs M’s acc... (3 pages)View decision