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-1692776
11 Nov 2020 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-1692776 The complaint Mr K complains that John Lewis Financial Services Limited (‘John Lewis’) recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. Mr K is also unhappy that they won’t disclose certain information to him. What happened In June 2016, Mr K... (2 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN1380299
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMr T is unhappy that National Westminster Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this had led to him having his bank account closed. And he wants NatWest to remove his CIFAS marker. backgroundMr T opened an account with NatWest in 2... (3 pages)View decision -
Decision Reference DRN9564596
25 Nov 2019 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr R is unhappy that HSBC UK Bank Plc blocked access to his account and removed the available funds from it. He’s also unhappy that a Credit Industry Fraud Avoidance System (CIFAS) marker was recorded against his name. BackgroundMr R has been a HSBC customer since 29 May 2018. He ... (3 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 -
Decision Reference DRN-5175740
6 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5175740 The complaint Mr B complains Monzo Bank Ltd trading as Monzo unfairly restricted and closed the account he held with them. He also complains they unfairly recorded a CIFAs marker against him. He wants his account reinstated, the CIFAs marker removed and compensation for the ... (5 pages)View decision -
Decision Reference DRN-5955961
19 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5955961 The complaint Mr J has complained Lloyds Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr J historically had held personal and loan accounts with Lloyds. In 2020 he’d opened a number of different-named business accou... (2 pages)View decision -
Decision Reference DRN-3658933
6 Mar 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-3658933 The complaint Mr R complains that American Express Services Europe Limited registered a Cifas marker against him without due cause. What happened In June 2019 Mr R was approved for a credit card account with American Express. The account required him to repay any outstanding ba... (3 pages)View decision -
Decision Reference DRN-6031138
18 Dec 2025 Leeds Building Society UpheldMortgagesDRN-6031138 The complaint Mr O complains that Leeds Building Society (LBS) recorded a fraud marker about him with Cifas, a fraud prevention database, in connection with a mortgage application. What happened In 2024 Mr O applied through a broker for a mortgage with LBS. LBS made a mortga... (4 pages)View decision -
Decision Reference DRN9894789
10 Jan 2018 Aldermore Bank Plc Not upheldBanking and creditMr S complains that Aldermore Bank Plc placed a marker on the Credit Industry Fraud Avoidance System (CIFAS) against him. This was following an application for a mortgage he completed on behalf of ‘T’ a company that he was a director of at the time.Mr S would like ... (2 pages)View decision