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-5027522
15 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5027522 The complaint Mr L has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-2786916
17 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2786916 The complaint Ms M complains that HSBC UK Bank Plc (“HSBC”) has unfairly recorded a Credit Industry Fraud Awareness System (“CIFAS”) marker against her name. She feels the marker should be removed. What happened In September 2015 and April 2016 Miss M made applications with HSB... (3 pages)View decision -
Decision Reference DRN5638089
15 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank Plc have recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency.backgroundIn June 2018 Mr L’s account was credited with £5,750 from a third party. This money was paid out of Mr L’s account within a day of being received. Lloyds r... (2 pages)View decision -
Decision Reference DRN-1953962
6 Aug 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1953962 The complaintE, a company, complains that National Westminster Bank Plc registered a CIFAS marker against it and closed its accounts. E is represented by its director, Mr P. CIFAS is the UK's fraud alert service. What happenedE held a business reserve account and a busines... (2 pages)View decision -
Decision Reference DRN-4904331
8 Aug 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4904331 The complaint Mr J has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr J opened a gold credit card with Amex. A year later, he opened a business card account for hi... (2 pages)View decision -
Decision Reference DRN-4993723
25 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-4993723 The complaint Mr A complains that Startline Motor Finance Limited (‘SMF’) unfairly recorded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A applied to a ... (3 pages)View decision -
Decision Reference DRN-3826359
3 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3826359 The complaint Ms V complains that Barclays Bank UK PLC added a marker at CIFAS, the national fraud database, when it closed her account. What happened Ms V says she wasn’t involved in any fraudulent activity on her account and that the marker is affecting her ability to access ... (3 pages)View decision -
Decision Reference DRN-4582593
1 Feb 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4582593 The complaint Mr A has complained J D Williams & Company Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In May 2021 Mr A bought two mobile phones using his account with J D Williams. As he’d changed his mind about the... (2 pages)View decision -
Decision Reference DRN-3454677
28 Apr 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3454677 The complaint Miss S has complained that Metro Bank PLC registered a marker against her at CIFAS, the national fraud database. What happened In December 2018, there was an attempt to pay around £1,100 into Miss S’s Metro account. The payment attempt had come from a victim of fr... (3 pages)View decision -
Decision Reference DRN-5107541
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5107541 The complaint X complains that Metro Bank PLC closed his account and registered a CIFAS marker against his name, as a result of which he is unable to open a new account. CIFAS is the UK’s main prevention service. What happened X had an account with CIFAS. On 8 January 2024 s... (2 pages)View decision