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-5818715
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5818715 The complaint Mr S complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 25 February 2024, Mr S received a payment of £80 into his account. Monzo later received notification that this pa... (2 pages)View decision -
Decision Reference DRN7684826
6 Jan 2014 Virgin Money plc Not upheldBanking and creditMr S complains that Virgin Money plc (Virgin) won’t remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him.backgroundMr S visited a broker to discuss mortgage applications. The broker advised him that it might be difficult for lending to be approved, a... (2 pages)View decision -
Decision Reference DRN-2008943
15 Dec 2020 Barclays Bank Plc Not upheldBanking and PaymentsDRN-2008943 The complaint Mr O complains that Barclays Bank Plc closed his account without explanation and logged a CIFAS marker against him. What happened In 2014 Mr O’s personal account with Barclays was closed. Barclays also closed his company’s business account. Both accounts were clos... (2 pages)View decision -
Decision Reference DRN-3418688
20 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3418688 Complaint Mrs K is unhappy that Creation Consumer Finance Ltd loaded a Cifas marker against her name. Background In January 2018, Mrs K purchased a new phone on credit provided by Creation. The agreement had an interest free period for the first six months. This meant that, so ... (2 pages)View decision -
Decision Reference DRN-4751007
28 May 2024 Santander UK Plc Not upheldMortgagesDRN-4751007 The complaint Mr Y complains that Santander UK plc recorded a marker against him on a fraud prevention database, after it declined his and his wife’s mortgage application. What happened Mr Y and his wife applied for a mortgage with Santander in March 2023. Santander declined th... (2 pages)View decision -
Decision Reference DRN-4842903
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4842903 The complaint Miss H complains about Monzo Bank Ltd’s decision to register a fraud marker against her. What happened Miss H held an account with Monzo. In May 2022, following a review, Monzo made the decision to close Miss H’s account and registered a Credit Industry Fraud A... (2 pages)View decision -
Decision Reference DRN-5505788
4 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5505788 The complaint Mr O complains that Bank of Scotland plc trading as Halifax made an entry on the Cifas fraud prevention database in connection to his mortgage application. What happened Mr O applied for a joint mortgage with Halifax in 2024. The application recorded that he wa... (3 pages)View decision -
Decision Reference DRN1554997
5 Feb 2020 Capital One (Europe) plc Not upheldBanking and creditMrs T complains that Capital One (Europe) Plc wrongly registered a CIFAS marker on her credit file stating that she had been a victim of an attempt to impersonate her.backgroundIn March 2018, Mrs T applied to Capital One for a credit card. But Capital One was unsure that the application ha... (2 pages)View decision -
Decision Reference DRN2923578
24 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC closed his current account and registered a fraud prevention marker against him without due cause.BackgroundIn 2016 Mr M connected with another individual, who we’ll call Mr A, through a website designed to connect investors with entrepreneurs. They... (3 pages)View decision -
Decision Reference DRN-2483014
31 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2483014 The complaint Mr K complains that National Westminster Bank Plc unfairly registered a marker against him with Cifas. What happened Mr K had a bank account with NatWest which was closed a few years ago. Recently, Mr K became aware that a marker had been lodged against him with C... (3 pages)View decision