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-4032103
18 Apr 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4032103 The complaint Mrs U complains that HSBC UK Bank Plc registered a marker about her at CIFAS, the national fraud database, when it closed her account. What happened HSBC said it had received a report that £3,000 paid into Mrs U’s account on 9 August 2021 had been obtained fraudul... (3 pages)View decision -
Decision Reference DRN-3584013
22 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3584013 The complaint Mr A complains that Monzo Bank Ltd added a marker about him at CIFAS, the national fraud database. What happened Mr A says he hasn’t been involved in any fraudulent activity and that the marker hasn’t been added fairly. Monzo Bank said it received a report that a ... (3 pages)View decision -
Decision Reference DRN-5522422
19 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5522422 The complaint Miss C complains Starling Bank Limited (“Starling”) applied an adverse fraud marker against her and closed her account despite selling goods legitimately through a social media platform. What happened The details of this complaint are well known by both parties... (3 pages)View decision -
Decision Reference DRN-3093145
18 Nov 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-3093145 The complaint Mr B has complained that Metro Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened In 2017, Mr B raised a dispute for a number of transactions he wasn’t sure he recognised, totalling £627.48. Metro temporarily credited thi... (3 pages)View decision -
Decision Reference DRN-4064530
4 Apr 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4064530 The complaint Mr K has complained that The Royal Bank of Scotland Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2018, Mr K received over £600,000 from his workplace, which was reported as being from inception fraud. Mr K tried to sp... (3 pages)View decision -
Decision Reference DRN-5032812
4 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5032812 The complaint Miss E has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss E was told by Aqua that they were closing her account. They also lodged a fraud-related marker on her... (3 pages)View decision -
Decision Reference DRN-6046885
26 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6046885 The complaint Mr A has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A had opened an account with Revolut in September 2023. He discovered in 2025 that as well as closing his account, Revolut had lod... (3 pages)View decision -
Decision Reference DRN-4763619
25 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4763619 The complaint Mr S has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr S was told by Halifax that they were closing his account. They also lodged a fraud-related mark... (3 pages)View decision -
Decision Reference DRN-2511469
4 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2511469 The complaint Mr R complains that Barclays Bank UK PLC closed his account and recorded a Credit Industry Fraud Awareness System (CIFAS) marker against his name. He feels the marker should be removed. What happened In January 2019, Mr R received a payment of £2,400 into his savi... (3 pages)View decision -
Decision Reference DRN-5251700
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5251700 The complaint Miss T complains that Monzo Bank Ltd unfairly recorded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Monzo restricted and closed Miss T’s account following a review of certain transactions carried ou... (3 pages)View decision