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 1938 results
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Decision Reference DRN-2362646
8 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2362646 The complaint Mr E complains that Barclays Bank UK PLC closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr E had an account with Barclays that was closed in March 2019. He later found that Barclays had also registered a fraud marke... (3 pages)View decision -
Decision Reference DRN-4862488
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4862488 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr M 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-4916412
18 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4916412 The complaint Mr D has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Lloyds closed all of Mr D’s accounts. They’d lodged a fraud-related marker on his record with CIFAS. Mr D complained and ... (2 pages)View decision -
Decision Reference DRN-5722877
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5722877 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2025 Monzo received a fraud report from another bank about a payment made into Mr A’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-5541976
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5541976 The complaint Ms O complains Monzo Bank Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 18 January 2025, Ms O received a payment of £998 into her Monzo account. On the same day, Monzo received notifica... (3 pages)View decision -
Decision Reference DRN4838420
19 Aug 2020 Nationwide Building Society Not upheldBanking and creditMiss D complains that Nationwide Building Society(‘Nationwide’) closed her bank account and filed a Credit Industry Fraud Avoidance System (‘CIFAS’) marker against her name. She says she’s been unable to open a student account with another bank and thinks Nationwide is responsible for this... (4 pages)View decision -
Decision Reference DRN-2797863
21 Jul 2021 Evergreen Finance London Limited UpheldConsumer CreditDRN-2797863 The complaint Miss P has complained that Evergreen Finance London Limited (trading as MoneyBoat.co.uk) gave her a loan she couldn’t afford to repay due to her financial situation at the time. Miss P is also unhappy that MoneyBoat threatened to apply an adverse marker with CIFA... (6 pages)View decision -
Decision Reference DRN-5659276
2 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659276 The complaint Ms K complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Ms K held an account with Nationw... (6 pages)View decision -
Decision Reference DRN-5215997
13 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5215997 The complaint Mr O complains Nationwide Building Society registered a fraud marker at Cifas, the national fraud database and wrongly closed his account. He doesn’t think it’s done so fairly. What happened Mr O held an account with Nationwide. On 23 June 2023 it was credited... (3 pages)View decision -
Decision Reference DRN-4387151
17 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4387151 The complaint Mr F complains Santander treated him unfairly when it temporarily blocked his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points of the complaint. In early May 2023 a new account app... (3 pages)View decision