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-5877197
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5877197 The complaint Mr R and Miss T complain that Admiral Insurance (Gibraltar) Limited recorded a fraud marker against Miss T on the national fraud database (‘Cifas’). Reference to Admiral includes its agents. What happened In summary, it’s common ground that Mr R and Miss T bou... (4 pages)View decision -
Decision Reference DRN-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision -
Decision Reference DRN-3632974
10 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3632974 The complaint Mr N complains that Lloyds Bank PLC closed his account and added a marker at CIFAS, the national fraud database. What happened Mr N says he contacted Lloyds in March 2021 to complain about a CIFAS marker. This related to a payment he had received into his account ... (3 pages)View decision -
Decision Reference DRN-2859679
7 Sep 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2859679 The complaint Mr and Mrs S complain that Santander UK Plc restricted their accounts when they discovered a fraud prevention marker by a third-party bank. They would like to be compensated for the impact this had on them. What happened Mr and Mrs S held a joint account with San... (4 pages)View decision -
Decision Reference DRN-2736833
25 Jun 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2736833 The complaint Mrs D complains that National Westminster Bank Plc unfairly recorded a marker at CIFAS, the national fraud database, after it closed her account. What happened Mrs D paid in a cheque for £5,000 to her account. It was returned as being a fraudulent or counterfeit c... (3 pages)View decision -
Decision Reference DRN-3326081
21 Feb 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3326081 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) have recorded a marker against him with the fraud prevention agency CIFAS. He’d like this marker to be removed. What happened Mr M held a current account with RBS. In May 2017 there were a number of transact... (3 pages)View decision -
Decision Reference DRN3396714
26 Mar 2019 Santander UK Plc Not upheldBanking and creditMr J complains that Santander UK Plc acted unfairly and unreasonably when dealing with his mortgage application. He wants to find out why his application wasn’t successful.backgroundMr J wanted a mortgage from Santander, and said that his application wasn’t successful, ... (2 pages)View decision -
Decision Reference DRN-5887579
22 Oct 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5887579 The complaint Mr A has complained that Zopa Bank Limited applied a fraud-related marker to his record and then didn’t provide adequate compensation after removing this. What happened In January 2023 Zopa received an application from Mr A for a hire purchase agreement. They d... (2 pages)View decision -
Decision Reference DRN-4347297
19 Sep 2023 Santander UK Plc Not upheldMortgagesDRN-4347297 The complaint Mr A complains that Santander UK Plc incorrectly and unfairly recorded a Cifas fraud marker against him. What happened In 2022, Mr A said he found out that Santander had placed a fraud marker with Cifas against him. He considers it has been recorded in error and h... (3 pages)View decision -
Decision Reference DRN-4032103
18 Apr 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4032103 The complaint Mrs U complains that HSBC UK Bank Plc registered a marker about her at CIFAS, the national fraud database, when it closed her account. What happened HSBC said it had received a report that £3,000 paid into Mrs U’s account on 9 August 2021 had been obtained fraudul... (3 pages)View decision