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 DRN-5315037
23 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5315037 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker with CIFAS in his name. This caused him distress in not being able to open a bank account and having difficulty in getting a job. What happened In January 2024 Monzo received a fraud report from o... (2 pages)View decision -
Decision Reference DRN5025028
13 Aug 2019 TSB Bank plc UpheldBanking and creditMr T complains that TSB Bank plc placed two Credit Industry Fraud Avoidance System (CIFAS) markers against his name. He says this has stopped him from being able to open a bank account. He wants TSB to remove the markers. backgroundPrior to October 2015 Mr T made a number of online applica... (3 pages)View decision -
Decision Reference DRN-3352042
23 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3352042 The complaint Mr S complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, after closing his account. What happened Mr S says that his account was closed in October 2020 after Barclays had told him it was being investigated. He later found... (3 pages)View decision -
Decision Reference DRN0497757
28 Sep 2016 Bank of Scotland Plc Not upheldBanking and creditMr W complains Bank of Scotland plc (trading as “Halifax”) has placed a CIFAS marker against his name.backgroundMr W says he applied for a Halifax bank account and was accepted. He says that Halifax then wrote to him to say that it was going to close his account and p... (1 page)View decision -
Decision Reference DRN6514107
12 Oct 2020 Santander UK Plc Not upheldBanking and creditMrs O complains that Santander UK Plc blocked and then closed her account, and loaded a Cifas marker onto her account. background In late 2018 Mrs O received a five-figure sum from a third party. This triggered an internal review of her account. The result was that her account was blocked.... (2 pages)View decision -
Decision Reference DRN-5867826
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5867826 The complaint Miss G complains Monzo Bank Ltd unfairly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision -
Decision Reference DRN-3334408
16 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3334408 The complaint Mr K complains about Santander UK Plc’s decision to close his account and register a fraud marker against him. What happened In May 2015, Mr K paid a £20,000 cheque into his account. A couple of days later, the cheque returned unpaid and Santander carried out a re... (4 pages)View decision -
Decision Reference DRN-5746696
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746696 The complaint Ms K complains Monzo Bank Ltd (Monzo) unfairly closed her account and loaded a Cifas marker on the National Fraud Database. She wants the marker removed. What happened Ms K opened an account with Monzo in September 2024. In March 2025 Monzo reviewed her account... (2 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-5574264
24 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5574264 The complaint Mr M has complained Cynergy Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name and wouldn’t pay him compensation after its removal. What happened In August 2024 Mr M applied for a personal account online with Cynergy. The ... (2 pages)View decision