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 2061 results
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Decision Reference DRN-5032812
4 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5032812 The complaint Miss E has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss E was told by Aqua that they were closing her account. They also lodged a fraud-related marker on her... (3 pages)View decision -
Decision Reference DRN1663831
10 Mar 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr K complains that National Westminster Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. CIFAS is one of the UK’s fraud prevention agencies.BackgroundIn April 2019, the following transactions took place on Mr K’s NatWest current account:... (3 pages)View decision -
Decision Reference DRN4707619
30 Jul 2013 HSBC Bank plc UpheldBanking and creditMr A complains that HSBC Bank plc (“HSBC”) should not have closed his account and then, unbeknown to him, shared information with other banks, through CIFAS, which meant he could not open accounts elsewhere. our initial conclusionsThe adjudicator recommended that the complaint be up... (2 pages)View decision -
Decision Reference DRN-6046885
26 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6046885 The complaint Mr A has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A had opened an account with Revolut in September 2023. He discovered in 2025 that as well as closing his account, Revolut had lod... (3 pages)View decision -
Decision Reference DRN-4763619
25 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4763619 The complaint Mr S has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr S was told by Halifax that they were closing his account. They also lodged a fraud-related mark... (3 pages)View decision -
Decision Reference DRN-3603411
25 Aug 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3603411 The complaint Mr T complains that Starling Bank Limited blocked and closed his account. It returned some funds back to source and delayed returning other funds to Mr T. He also received wrong information from Starling, and they were late with documents he requested. Starling re... (5 pages)View decision -
Decision Reference DRN-5665968
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665968 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B opened an account with Monzo in December 2024. In February 2025 Monzo started to receive fraud reports from other banks a... (2 pages)View decision -
Decision Reference DRN-5817893
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5817893 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Mrs A opened an account with Monzo in April 2023. In May that year Monzo received a fraud report from another bank about a paymen... (2 pages)View decision -
Decision Reference DRN-6051141
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6051141 The complaint Mr H has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr H had opened an account with Revolut in March 2024. He discovered in 2025 that as well as closing his account, Revolut had lodged ... (2 pages)View decision -
Decision Reference DRN-5108823
6 Dec 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5108823 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Metro in January 2023. In August Mr A was told by Metro that they were closing his account. Mr A subse... (2 pages)View decision