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 2048 results
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Decision Reference DRN2064856
2 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMr W complains that Bank of Scotland plc trading as Birmingham Midshires wrongly recorded a Credit Industry Fraud Avoidance System (CIFAS) entry against his name. Mr W is represented in this complaint by his father – Mr W senior.backgroundMr W took out a mortgage wi... (2 pages)View decision -
Decision Reference DRN3696496
10 Jan 2020 Virgin Money plc UpheldBanking and creditMrs D complains that Virgin Money Plc (Virgin) incorrectly placed fraud prevention markers on her account, and that this has caused her distress and inconvenience.backgroundIn September 2018 Mrs D applied for a Virgin credit card account. Her application was granted, and her identification... (2 pages)View decision -
Decision Reference DRN3732462
1 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr J feels that Nationwide Building Society (“NBS” for short) has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file.backgroundMr J had a bank account with NBS. Another business placed a marker on Mr J’s Cifas file. (Mr... (2 pages)View decision -
Decision Reference DRN-5947006
11 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5947006 The complaint Mr K complains Monzo Bank Ltd unfairly recorded a Cifas marker against him. He wants the marker removed, a letter acknowledging they should have handled matters better, compensation, and help restoring his account or opening a basic account. What happened Mr K ... (3 pages)View decision -
Decision Reference DRN-3128290
24 Feb 2022 Skipton Building Society UpheldMortgagesDRN-3128290 The complaint Mr A complains that Skipton Building Society (“Skipton”) made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr A applied for a mortgage with Skipton in January 2019. Skipton refused the applicati... (3 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN5909924
14 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr I’s unhappy that National Westminster Bank Plc closed his account and placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundNatWest closed Mr I’s account. It sent him a letter to explain that it had closed his account.When Mr I comp... (2 pages)View decision -
Decision Reference DRN-3105639
24 Dec 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3105639 The complaint Mr L complains that N26 Bank GmbH closed his account and registered his details with CIFAS the UK’s fraud alert service. He wants the CIFAS marker removed and compensation. What happened Mr L had an account with N26 which he opened on 11 April 2019. On 28 April 2... (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-6096637
29 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6096637 The complaint Mr K is unhappy Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VFS) has loaded a fraud marker against him for a motor finance agreement he says he didn’t apply for. Mr K has been represented at times, but to keep things sim... (4 pages)View decision