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 DRN7362580
30 Apr 2020 Lloyds Bank PLC Not upheldBanking and creditMiss S complains that Lloyds Bank PLC incorrectly recorded a CIFAS marker against her name. She would like to be compensated for losses suffered.Miss S is helped in her complaint by Mr D – but for ease, I will refer to all comments having made by Miss S.background In November 2015, Lloyds... (2 pages)View decision -
Decision Reference DRN-3603411
25 Aug 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3603411 The complaint Mr T complains that Starling Bank Limited blocked and closed his account. It returned some funds back to source and delayed returning other funds to Mr T. He also received wrong information from Starling, and they were late with documents he requested. Starling re... (5 pages)View decision -
Decision Reference DRN-5730344
28 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5730344 The complaint Mr G complained that MotoNovo Finance Limited gave him incorrect information in relation to a fraud marker. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G tried to acquire a car in... (3 pages)View decision -
Decision Reference DRN-4080598
22 May 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4080598 The complaint Mr Q complains that Starling Bank Limited added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr Q says he was paid £300 into his Starling Bank account on 29 June 2022 by a family member. He was then told that ... (3 pages)View decision -
Decision Reference DRN-5108823
6 Dec 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5108823 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Metro in January 2023. In August Mr A was told by Metro that they were closing his account. Mr A subse... (2 pages)View decision -
Decision Reference DRN-5817893
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5817893 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Mrs A opened an account with Monzo in April 2023. In May that year Monzo received a fraud report from another bank about a paymen... (2 pages)View decision -
Decision Reference DRN-5665968
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665968 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B opened an account with Monzo in December 2024. In February 2025 Monzo started to receive fraud reports from other banks a... (2 pages)View decision -
Decision Reference DRN-6051141
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6051141 The complaint Mr H has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr H had opened an account with Revolut in March 2024. He discovered in 2025 that as well as closing his account, Revolut had lodged ... (2 pages)View decision -
Decision Reference DRN6425000
23 Aug 2013 Cheapquotes Not upheldBanking and creditMiss J complains that Cheapquotes submitted mortgage applications on her behalf without her knowledge or consent. She says that, as a result of this, a lender has registered a CIFAS notice against her stating that she has attempted to commit mortgage fraud.backgroundIn July 2011 Miss... (2 pages)View decision -
Decision Reference DRN6196273
7 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc closed his account and placed a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr B has had a current account and a savings account with NatWest for several years. He rarely used his savings account. In Marc... (2 pages)View decision