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 1938 results
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Decision Reference DRN-4401396
22 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4401396 The complaint Mr P complains that TSB Bank PLC (TSB) unfairly registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his name. To put things right, he wants TSB to remove the marker. What happened In November 2020, Mr P applied for and was given a Bounce Bac... (3 pages)View decision -
Decision Reference DRN-2150630
7 Sep 2020 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2150630The complaintMs J complains that N26 Bank GmbH (“N26”) recorded a CIFAS marker against her name. CIFAS is the UK’s fraud prevention agency. What happenedThe detailed background to this complaint is well known to both parties. So, I’ll only provide a brief summary of some key eve... (3 pages)View decision -
Decision Reference DRN-1734486
27 Sep 2020 N26 Bank GmbH Not upheldBanking and PaymentsDRN-1734486The complaintMr C complains that N26 Bank GmbH loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against him. And he’d like the marker removed. What happenedIn February 2019 N26 received contact from two banks informing them that Mr C had received fraudulent credits... (3 pages)View decision -
Decision Reference DRN-6051153
8 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6051153 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O opened an account with Monzo in February 2024. In June 2025 Monzo received a fraud report from another bank about two payment... (2 pages)View decision -
Decision Reference DRN-2856121
8 Sep 2021 Santander UK Plc Not upheldMortgagesDRN-2856121 The complaint Mr M complains that Santander UK Plc made an entry about him ion the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr M and a third party had a joint mortgage with Santander. In 2015, they applied for further borrowing an... (2 pages)View decision -
Decision Reference DRN-3159645
23 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3159645 The complaint Miss D complains that Santander UK PLC (Santander) declined her fraud claim and registered a CIFAS marker against her name. She also complains that she received poor customer service during this time. What happened Miss D’s Santander account was opened in May 2019... (3 pages)View decision -
Decision Reference DRN6052594
21 Feb 2020 Metro Bank PLC Not upheldBanking and creditMiss F is unhappy that Metro Bank Plc (Metro) ended its banking relationship with her by closing her Metro accounts and registering a Credit Industry Fraud Avoidance System (CIFAS) marker against her. Miss F has told us the impact of this has been significant for her in terms of being able... (3 pages)View decision -
Decision Reference DRN-3521285
9 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3521285 The complaint Mr K complains Barclays Bank UK Plc registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr K held an account with Barclays – he opened this at the start of June 2021. On 18 June, his account was cred... (3 pages)View decision -
Decision Reference DRN-3604054
23 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3604054 The complaint Mr S complains that Monzo Bank Ltd has registered a marker at CIFAS the national fraud database. What happened Mr S says he was asked by someone from college to open an account in May 2021. And that he allowed that account to be used by this person and would benef... (3 pages)View decision -
Decision Reference DRN-4014865
16 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4014865 The complaint Mr C has complained Santander UK plc has closed his account and added a fraud-related marker to his record. What happened In mid-2022 Mr C was asked to help out a friend (who I’ll call Mr W) by another friend. Although this wasn’t someone he knew, he agreed £320 c... (2 pages)View decision