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-5720536
28 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5720536 The complaint Mr A complains that Kroo Bank Ltd blocked and then closed his account, and that it registered a CIFAS marker against his name. CIFAS is the UK’s main fraud alert and prevention register. What happened Mr A had an account with Kroo Bank. On 25 April 2024 he rece... (3 pages)View decision -
Decision Reference DRN-5409393
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5409393 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) recorded a Cifas marker against him when they shouldn’t have. He says this has caused him considerable distress and inconvenience and financial loss. He’d like to be put back in the position he would’ve been ... (3 pages)View decision -
Decision Reference DRN5262614
30 Jul 2020 Experian Limited UpheldBanking and creditComplaintMr T is unhappy about Experian Limited’s decision to add fraud markers to his credit file. He’s also unhappy that Experian said they’d removed the markers when they hadn’t. Mr T would like compensation.BackgroundAround February 2018, Mr T applied with Experian to access his credit... (4 pages)View decision -
Decision Reference DRN5047864
18 Jun 2018 Black Horse Limited UpheldBanking and creditMiss W complains that Black Horse Limited has unfairly recorded information about her with a third party fraud prevention service.backgroundIn November 2014 Miss W applied for finance with Black Horse through a car dealership. The dealership submitted her application, b... (3 pages)View decision -
Decision Reference DRN7666248
25 Jun 2015 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc (“Santander”) has wrongly placed a record against his name on the Credit Industry Fraud Avoidance Scheme (“CIFAS”) database. He feels that this is affecting his ability to secure a mortgage.Mr M has been supported in bringing this... (2 pages)View decision -
Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 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 July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision -
Decision Reference DRN-1571481
19 Jun 2020 Starling Bank Limited Not upheldBanking and PaymentsThe complaint Mr G is unhappy Starling Bank Limited registered a CIFAS against him after fraud was committed on his account that he says he wasn’t aware of. He says this is preventing him opening a bank account, so he wants the marker removed. What happened Mr G says he was approached by a... (3 pages)View decision -
Decision Reference DRN-3419647
22 Apr 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3419647 The complaint Mr P is unhappy Retail Money Market Ltd, trading as RateSetter, loaded a fraud marker against his name on the Cifas database. What happened Mr P discovered after taking out a loan with RateSetter that a fraud marker had been placed against his name as it was havin... (3 pages)View decision -
Decision Reference DRN0171125
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland Plc (trading as Halifax) closed his account and applied a CIFAS fraud marker to his credit file without telling him.backgroundMr A had an account with Halifax. In November 2017 Halifax decided to close his account, as a result of ... (2 pages)View decision -
Decision Reference DRN6712332
20 Jul 2020 Santander UK Plc Not upheldBanking and creditMr D complained because Santander UK Plc returned an incoming payment to the sender, closed his account, and put a CIFAS (fraud) marker against his name.Mr D wants the money returned to him, the CIFAS marker removed, and compensation.backgroundOn 2 April 2019 a credit for £10,000 was trans... (2 pages)View decision