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-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-5098162
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5098162 The complaint Mr A 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 A had an account wi... (5 pages)View decision -
Decision Reference DRN-4851645
13 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4851645 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this is preventing him from opening another bank account and wants the marker removed. What happened Mr E tried to open a bank ac... (3 pages)View decision -
Decision Reference DRN6196273
7 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc closed his account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr B has had a current account and a savings account with NatWest for several years. He rarely used his savings account. In Marc... (2 pages)View decision -
Decision Reference DRN-2475076
4 Jan 2021 Bank of Scotland Plc UpheldMortgagesDRN-2475076 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) registered a marker at CIFAS, the national fraud database. What happened In 2015, Mr T applied for a Halifax mortgage through a broker. According to the electronic record of the application, the br... (2 pages)View decision -
Decision Reference DRN-2185064
25 Jun 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2185064 The complaint Mr S is unhappy Metro Bank PLC (“Metro Bank”) has recorded a Credit Industry Fraud Awareness System (“CIFAS”) marker against his name. He feels the marker should be removed. What happened Mr S’s account was opened in 2013. In February 2015 Metro Bank had concerns ... (4 pages)View decision -
Decision Reference DRN-3070824
22 Oct 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3070824 The complaint Mr G complains that HSBC UK Bank Plc unfairly placed a fraud marker against his name, with CIFAS, the UK’s fraud database. What happened Mr G had two accounts with HSBC. On 16 May 2019, £1,670 was paid into Mr G’s savings account. This payment was then transferred... (4 pages)View decision -
Decision Reference DRN-4706851
2 Apr 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4706851 The complaint Mr A is unhappy that Kroo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. 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 A opened an account with Kroo o... (3 pages)View decision -
Decision Reference DRN-3654895
21 Sep 2022 Santander UK Plc Not upheldMortgagesDRN-3654895 The complaint Mr A complains that Santander UK Plc made an entry on the CIFAS fraud prevention database in connection with a mortgage application he made. What happened Mr A applied for a mortgage with Santander. Santander refused his application. Some time later, Mr A learned ... (3 pages)View decision -
Decision Reference DRN-3557925
1 Jul 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3557925 The complaint Mr O complains that Starling Bank Limited registered a marker at CIFAS, the national fraud database when it closed his account. What happened Starling Bank says it received reports that payments made into Mr O’s account had been fraudulently obtained. Mr O told it... (3 pages)View decision