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 DRN8449578
15 Jun 2018 Metro Bank PLC Not upheldBanking and creditMiss A complains that Metro Bank PLC has unfairly closed her accounts and recorded information with a third party fraud prevention scheme - CIFAS.backgroundMiss A had several accounts with Metro. On 1 September 2017, Metro wrote to Miss A to say that it would be closi... (2 pages)View decision -
Decision Reference DRN-5127862
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5127862 The complaint Mr A has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Mr A was asked by HSBC about a payment of £1,438.81 received into his account. He confirmed this was a payment for ... (2 pages)View decision -
Decision Reference DRN-4891499
11 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4891499 The complaint Mr Y has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr Y was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-6167387
6 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6167387 The complaint Mr Z complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 16 and 17 December 2023, Mr Z’s account received two payments of £280. Monzo later received notification these pa... (3 pages)View decision -
Decision Reference DRN1763117
27 Jul 2016 Paragon Bank Plc Not upheldBanking and creditMr K complains about the customer service he received from Paragon Bank Plc in relation to the closure of his account.backgroundMr K says he applied for a two year bond in May 2016, and was told his application had been successful. The account was opened and a welco... (2 pages)View decision -
Decision Reference DRN-6208646
25 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6208646 The complaint Mr M complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr M had an account wi... (5 pages)View decision -
Decision Reference DRN-4034276
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4034276 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he had no knowledge of any fraudulent use of his account in March 2021. He found out about the CIFAS marker when appli... (4 pages)View decision -
Decision Reference DRN8469125
28 Jan 2020 Tesco Personal Finance PLC UpheldBanking and creditMr C complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly recorded a fraud marker at CIFAS, the national fraud database.backgroundMr C received a credit of £4,000 to his account on 1 August 2017. Tesco Bank then had notification from the sending bank that the funds had... (2 pages)View decision -
Decision Reference DRN8630579
31 Mar 2020 HSBC UK Bank Plc Not upheldBanking and creditMr S complains that HSBC UK Bank Plc closed his account and placed a CIFAS marker against his name, as a result of which he can’t open another bank account. CIFAS is a fraud alert service. Mr S has been assisted in bringing this complaint by his mother.backgroundMr S had a current account ... (2 pages)View decision -
Decision Reference DRN-4649579
8 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4649579 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L applied to Virgin Money for an account after he started a new job. They weren’t willing t... (2 pages)View decision