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-3271719
9 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3271719 The complaint Mr C complains about what Barclays Bank UK PLC has offered to put things right following his complaint that it incorrectly reported information about him to the CIFAS fraud prevention database. What happened Mr C had a current account and savings account with Barc... (2 pages)View decision -
Decision Reference DRN-4006695
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4006695 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) restricted and then closed his account without warning. He also complains that two transactions he’d received for selling goods were returned to the remitting account and that a fraud marker has been registered against him u... (5 pages)View decision -
Decision Reference DRN-1341114
12 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1341114 The complaintMr P complains that Barclays Bank UK PLC recorded a Credit Industry Fraud Avoidance System ("CIFAS") marker against his name. CIFAS is one of the UK's fraud prevention agencies. What happenedIn May 2019, Mr P applied for a Barclays current account. H... (2 pages)View decision -
Decision Reference DRN-4150117
13 Jul 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4150117 The complaint Mr A complains that Starling Bank Limited (‘Starling’) registered a fraud prevention marker against him without due cause. He wants the marker removed. What happened In December 2021, Starling received an application purportedly from Mr A. They completed their usu... (3 pages)View decision -
Decision Reference DRN-4768772
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768772 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2021 Miss B was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN-5812473
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5812473 The complaint Mr J complains Revolut Ltd has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 11 January 2025, Mr J received a payment of £200 into his Revolut account. Revolut later received notification from ... (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 DRN-5145990
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5145990 The complaint Miss H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss H had held an account with Monzo since September 2023. In 2024 Miss H was told by Monzo that they were closing her account.... (2 pages)View decision -
Decision Reference DRN-3325386
31 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3325386 The complaint Mr R complains Santander UK Plc (“Santander”) unfairly registered a fraud marker against him and closed his accounts. What happened Mr R’s close friend - who I will refer to as Mr M – lived abroad and had fallen seriously unwell. Mr R helped him return to the UK a... (5 pages)View decision -
Decision Reference DRN-6058017
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058017 The complaint Miss C complains Revolut Ltd recorded a marker against her on a national fraud database. She doesn’t think it’s treated her fairly. What happened Below is a summary of what happened. Miss C received £300 into her Revolut account through a bank transfer in Decem... (3 pages)View decision