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 DRN-3485847
18 May 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3485847 The complaint Miss K has complained that National Westminster Bank Plc (NatWest) registered a marker against her at CIFAS, the national fraud database. What happened In December 2019, Miss K’s account was used to receive and pay on some funds. NatWest says this involved some ki... (3 pages)View decision -
Decision Reference DRN6097412
18 Nov 2019 Santander UK Plc Not upheldBanking and creditMr O complains that Santander UK plc closed his account and recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundOn 23 July 2018 Mr O received a payment of £1,750 into his account. Later the same day he withdrew £1,600 of that money in cash at a Santa... (2 pages)View decision -
Decision Reference DRN8356542
29 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditL, a limited company, complains that Lloyds Bank PLC closed its account without notice and registered a CIFAS marker against the account. backgroundMr A is the director of the company and has brought the complaint on behalf of L. Following a review of the account, Lloyds sent an account cl... (2 pages)View decision -
Decision Reference DRN-4704965
25 Mar 2024 Atom Bank PLC Not upheldMortgagesDRN-4704965 The complaint Mr N complains that Atom Bank PLC trading as Atom Bank incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application submitted in his name. Mr N says he was the victim of impersonation fraud and Atom should remo... (3 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 DRN0874462
22 May 2020 National Westminster Bank Plc UpheldBanking and creditMr B complains that National Westminster Bank Plc applied a fraud marker to CIFAS the national fraud database when it closed his account.background Mr B received a payment of £500 into his account on 17 October 2018. NatWest was sent a report that these funds were fraudulent by the sender’... (2 pages)View decision -
Decision Reference DRN-2973579
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2973579 The complaint Mr I is unhappy because HSBC UK Bank Plc blocked his account then closed it without giving any notice and have reported a “misuse of facility” CIFAS marker with the National Fraud Database. What happened The circumstances that led to this complaint are well-known... (2 pages)View decision -
Decision Reference DRN3278751
20 May 2020 Barclays Bank UK PLC Not upheldBanking and creditComplaintMr S has complained that Barclays Bank UK PLC recalled payments made to his personal accounts and registered a CIFAS marker against him.BackgroundMr S was the director of a limited company, PLBH Ltd. The company held an account with Barclays.In November 2018, Mr S made three payme... (3 pages)View decision -
Decision Reference DRN-3090937
1 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3090937 The complaint Miss H complains that Barclays Bank UK PLC closed her accounts and recorded information about her with fraud prevention agencies. She feels this is unfair and would like this information removed. What happened Miss H has complained using a representative, but for ... (4 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