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 1918 results
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Decision Reference DRN6233980
27 Jun 2014 Bank of Scotland Plc Not upheldBanking and creditMr K complains that Bank of Scotland plc trading as Halifax will not remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it.backgroundMr K applied for a mortgage with Halifax through a broker. Amongst the mater... (2 pages)View decision -
Decision Reference DRN-3352042
23 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3352042 The complaint Mr S complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, after closing his account. What happened Mr S says that his account was closed in October 2020 after Barclays had told him it was being investigated. He later found... (3 pages)View decision -
Decision Reference DRN-5867826
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5867826 The complaint Miss G complains Monzo Bank Ltd unfairly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision -
Decision Reference DRN-5619063
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5619063 The complaint P had a business current account with Barclays that was blocked then closed and a CIFAS marker reported. P says the CIFAS was incorrect but was later removed. Mrs P is unhappy the account was blocked and closed and the impact the CIFAS has had on her, and the b... (5 pages)View decision -
Decision Reference DRN4703546
6 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs A complain that Barclays Bank UK plc closed their accounts and placed a CIFAS marker against Mr A’s name. CIFAS is the UK’s fraud alert service. backgroundIn May 2017 Mr and Mrs A received a payment into their joint account with Barclays. The sending bank said that its customer... (2 pages)View decision -
Decision Reference DRN6514107
12 Oct 2020 Santander UK Plc Not upheldBanking and creditMrs O complains that Santander UK Plc blocked and then closed her account, and loaded a Cifas marker onto her account. background In late 2018 Mrs O received a five-figure sum from a third party. This triggered an internal review of her account. The result was that her account was blocked.... (2 pages)View decision -
Decision Reference DRN-5574264
24 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5574264 The complaint Mr M has complained Cynergy Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name and wouldn’t pay him compensation after its removal. What happened In August 2024 Mr M applied for a personal account online with Cynergy. The ... (2 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-3790367
4 Nov 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3790367 The complaint Mr D complains about a marker that Tesco Personal Finance PLC (trading as Tesco Bank) have recorded against him with the fraud prevention agency CIFAS. He’d like the marker removed. What happened Mr D held a current account with Tesco Bank. In June 2019 he reporte... (4 pages)View decision -
Decision Reference DRN8167626
15 Mar 2018 Experian Limited Not upheldBanking and creditMr H has complained that Experian Limited provided a poor service when he asked about a fraud marker on his file.backgroundMr H said he didn’t get a job because of information on his credit file.He asked Experian for an explanation. It told him a bank had registered... (2 pages)View decision