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-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (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-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-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 DRN8718014
23 Jan 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains The Royal Bank of Scotland Plc won’t remove information it passed to the Credit Industry Fraud Avoidance System (“CIFAS”). And this is now affecting his ability to obtain credit.backgroundMr U had an account with RBS. In March 2016, just under £8,000 was... (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-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (3 pages)View decision -
Decision Reference DRN4541080
20 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMiss U has complained Barclays Bank UK PLC closed her accounts and placed a fraud marker on her record.backgroundMiss U brought her complaint to the ombudsman service after Barclays had closed her accounts and lodged a CIFAS marker against her name. They told her they’d closed her accounts... (3 pages)View decision -
Decision Reference DRN-5977286
26 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5977286 The complaint Miss L is unhappy that Capital One (Europe) plc declined her credit card account applications and added CIFAS markers to her credit file that were visible to other lenders. Miss L is supported in her complaint by her authorised representative, her husband, whom... (3 pages)View decision -
Decision Reference DRN6319941
24 Apr 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr W complains National Westminster Bank Plc unfairly closed his account and held on to funds it shouldn’t have. He also says NatWest shouldn’t have registered a marker against him with the Credit Industry Fraud Avoidance System (CIFAs). He wants NatWest to reinstate his account, ... (4 pages)View decision