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 DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN4919809
13 Nov 2013 Experian Limited UpheldBanking and creditMr J complains that Experian Limited told him that there was a CIFAS warning on his credit file. He also believes it has recorded incorrect information on his credit file.background Mr J tried to open a bank account in February 2011. The bank wrote to him explaining that his applicatio... (2 pages)View decision -
Decision Reference DRN7966948
21 Apr 2020 Shop Direct Finance Company Limited UpheldBanking and creditMr L’s complaint against Shop Direct Finance Company Limited (Shop Direct) is that it recorded a CIFAS marker against him.backgroundIn November 2015, Mr L opened a credit account with Shop Direct, and placed three orders for goods.After this he says he started university and moved address ... (3 pages)View decision -
Decision Reference DRN5909924
14 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr I’s unhappy that National Westminster Bank Plc closed his account and placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundNatWest closed Mr I’s account. It sent him a letter to explain that it had closed his account.When Mr I comp... (2 pages)View decision -
Decision Reference DRN1648398
15 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMr G complains that National Westminster Bank Plc (‘NatWest’) wrongly recorded a marker against his name with a fraud prevention agency, CIFAS, that indicated he’d committed fraud on his credit card account and then failed to remove it in a timely way.BackgroundMr G held a credit card acco... (5 pages)View decision -
Decision Reference DRN9579994
9 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complained because TSB Bank plc recorded a CIFAS marker against his name. He said it wasn’t fair, and he also complained that he hadn’t been told about it or exactly why TSB had applied it. backgroundAn account in Mr D’s name was opened with TSB on 22 February 2017. A number of transa... (3 pages)View decision -
Decision Reference DRN-5623832
12 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5623832 The complaint Mrs A complains that Bank of Scotland plc trading as Halifax unfairly recorded a marker against her name on a fraud prevention database, Cifas. What happened Mrs A applied for a joint mortgage with Halifax in 2023. The application was declined. Mrs A says she l... (2 pages)View decision -
Decision Reference DRN-3105639
24 Dec 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3105639 The complaint Mr L complains that N26 Bank GmbH closed his account and registered his details with CIFAS the UK’s fraud alert service. He wants the CIFAS marker removed and compensation. What happened Mr L had an account with N26 which he opened on 11 April 2019. On 28 April 2... (3 pages)View decision -
Decision Reference DRN-6096637
29 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6096637 The complaint Mr K is unhappy Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VFS) has loaded a fraud marker against him for a motor finance agreement he says he didn’t apply for. Mr K has been represented at times, but to keep things sim... (4 pages)View decision -
Decision Reference DRN3964011
20 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr R feels he’s been unfairly treated by Barclays Bank Plc as it placed a CIFAS marker on his account in 2013 after closing his account with no notice.backgroundBarclays closed Mr R’s account in 2013 and placed a marker on CIFAS relating to Mr R. It said it close... (2 pages)View decision