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-5250160
10 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5250160 The complaint Miss M complains that HSBC UK Bank Plc unfairly loaded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Miss M received a payment of around £1,500 into her account. Following this, HSBC restricted her a... (4 pages)View decision -
Decision Reference DRN-3963950
19 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3963950 The complaint Mr O complains that Monzo Bank Ltd added a marker about him to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that he found out about the marker when he tried to open an account elsewhere. He says he wasn’t involved in any ... (4 pages)View decision -
Decision Reference DRN-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (2 pages)View decision -
Decision Reference DRN-5503840
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503840 The complaint Mr H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In November 2024 Monzo received fraud reports from another bank and one of their own customers about payments made into Mr H’s Mon... (2 pages)View decision -
Decision Reference DRN-4630401
22 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630401 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN3624802
17 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMs T complains that Bank of Scotland plc (trading as Halifax) closed her accounts without notice or explanation, and reported her to CIFAS for fraud, which has prevented her from opening a new account elsewhere. She complains that her account was not credited with a d... (2 pages)View decision -
Decision Reference DRN-3748660
20 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3748660 The complaint Mrs V is unhappy that Barclays Bank UK PLC applied a CIFAS marker against her name and closed her account with immediate effect. She’s also unhappy with the service it provided. What happened The details of this complaint are well known to both parties, so I won’t... (3 pages)View decision -
Decision Reference DRN-3589690
6 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3589690 The complaint Mr A complains about a default marker Barclays Bank UK Plc have recorded against him with the credit reference agencies. He’d like the marker removed. What happened Mr A held a current account with Barclays. In June 2020 two payments left his account totalling £97... (3 pages)View decision -
Decision Reference DRN-3160563
14 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3160563 The complaint Mr N complains that National Westminster Bank Plc has registered a marker about him at CIFAS, the national fraud database. What happened Mr N says he has found out that when NatWest closed his account in April 2016 it had registered the marker. He says he hasn’t b... (3 pages)View decision -
Decision Reference DRN-4937551
22 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4937551 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) treated him unfairly when it recorded a marker against him at Cifas, a fraud database. What happened A brief summary of what happened is below. Mr B applied for an account with RBS in February 2024, but a... (2 pages)View decision