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-5877197
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5877197 The complaint Mr R and Miss T complain that Admiral Insurance (Gibraltar) Limited recorded a fraud marker against Miss T on the national fraud database (‘Cifas’). Reference to Admiral includes its agents. What happened In summary, it’s common ground that Mr R and Miss T bou... (4 pages)View decision -
Decision Reference DRN2049045
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains that Bank of Scotland plc closed her current account and registered a fraud prevention marker against her without due cause.backgroundMs A in the director of B, a small business. In August Ms A got in touch with Bank of Scotland to notify them of a large payment due into the... (3 pages)View decision -
Decision Reference DRN4306774
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMs R complains that National Westminster Bank Plc has registered a marker at CIFAS, the national fraud prevention agency, which is affecting her ability to obtain borrowing.backgroundMs R applied for a buy to let mortgage with NatWest in November 2018. This was declined and so, she says, w... (2 pages)View decision -
Decision Reference DRN-2026390
7 Sep 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2026390The complaintMr E complains that Barclays Bank UK PLC has registered a marker at CIFAS, the national fraud database. What happenedMr E applied for an account with Barclays in 2019. He was asked about his address history. When Barclays assessed his application, it found he had no... (2 pages)View decision -
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-4971818
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971818 The complaint Miss N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2024 Miss N got a query from Monzo about a payment of £500 she’d received into her account. She told them she’d sold an item ... (2 pages)View decision -
Decision Reference DRN-6011774
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6011774 The complaint Miss K has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss K was trying to open a business account with another bank in 2025. Miss K discovered Revolut had lodged a fraud-related marker... (2 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