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-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-5321842
20 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5321842 The complaint Mr W’s complaint is that, during the course of a mortgage application, Santander UK Plc unfairly recorded a marker against his name on a fraud prevention database, CIFAS. The marker has since been removed, but Mr W wants Santander to pay him compensation of £1... (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-2129888
2 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2129888 The complaint Miss C complained because Santander UK Plc closed her account and registered a fraud marker against her name. What happened On 26 November 2018, Miss C paid a cheque for £37,287.12 into her account, at a Santander branch. The cheque had the payer’s name printed on... (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 DRN-2395740
8 Jan 2021 Startline Motor Finance Limited Not upheldConsumer CreditDRN-2395740 The complaint Mr B complained because Startline Motor Finance Ltd recorded a fraud marker against his name. What happened In May 2019, Mr B complained to Startline. He’d discovered that Startline had recorded a marker against his name with the fraud prevention agency CIFAS. In ... (5 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 -
Decision Reference DRN-3107441
11 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3107441 The complaint Miss Y complains that Santander UK Plc registered a marker about her at CIFAS, the national fraud database. What happened Santander said that Miss Y received £5,000 into her account on 12 July 2019. It said it identified that this money was fraudulently obtained. ... (2 pages)View decision