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-4784480
7 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784480 The complaint Miss Y has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2023, Monzo received a report that Miss Y had received money for goods, but then not provided them and blocked the buyer. Miss Y expla... (3 pages)View decision -
Decision Reference DRN-4875838
26 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4875838 The complaint Mr L has complained that Barclays Bank UK PLC registered a marker against him at CIFAS, the national fraud database. What happened In early 2023, Mr L had his phone and cards stolen. Around £29,000 was paid from his Barclays account using his card details on his p... (3 pages)View decision -
Decision Reference DRN0246599
6 Mar 2015 Co-operative Bank Financial Advisers Ltd UpheldInvestment and pensionsMr and Mrs D are being represented by a claims management company. Their complaint about Co-operative Bank Financial Advisers Ltd (“CIFAS”) concerns advice they received between 2007 and 2009, which they do not believe was suitable for them. In particular, their representative believes th... (7 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision -
Decision Reference DRN-2009541
21 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr S complains Barclays Bank UK PLC has unfairly closed his business account and recorded a CIFAS marker against him. He would like his account to be re-instated, the marker to be removed, a full investigation and to be compensated. He brings this complaint on behalf of his b... (3 pages)View decision -
Decision Reference DRN-2981768
31 Aug 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2981768 The complaint Mr A complained because Santander UK Plc closed his account and recorded a CIFAS fraud marker against his name. What happened On 3 December 2018, £450 credited Mr A’s Santander basic banking account. Mr A carried out a balance enquiry on 5 December 2018, and made ... (3 pages)View decision -
Decision Reference DRN-5978143
12 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978143 The complaint Mr H complains that Monzo Bank Ltd registered a Cifas marker against him and closed his account. As a resolution to his complaint, he wanted the immediate removal of the marker, an apology and £300 compensation for the distress and inconvenience caused. The de... (3 pages)View decision -
Decision Reference DRN-5804162
19 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5804162 The complaint Mr R complains about the actions of esure Insurance Limited (‘esure’) when recording a fraud marker against his name on the national fraud database (‘CIFAS’). What happened The background to this complaint is well known to Mr R and esure. I won’t repeat in deta... (2 pages)View decision -
Decision Reference DRN7649206
28 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr G has complained that HSBC UK Bank plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr G has had accounts with HSBC for a number of years. In May 2018 he received a payment of £2,000 into his current account from a Halifax account. Halifax c... (2 pages)View decision -
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