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 DRN9603242
21 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMrs G complains Barclays Bank Plc closed her account and hasn’t explained why. She also complains that Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. And it didn’t allow her access to the money in her account. She wants ... (3 pages)View decision -
Decision Reference DRN-3409900
31 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3409900 The complaint Mr K has complained that Clydesdale Bank Plc (also known as Virgin Money) registered a marker against him at CIFAS, the national fraud database. What happened In early 2020, Mr K applied for a credit card with Clydesdale. He says there was a technical error when h... (3 pages)View decision -
Decision Reference DRN-4853432
17 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4853432 The complaint Mr A complains that Monzo Bank Ltd unfairly closed his account and loaded a CIFAS (Credit Industry Fraud Avoidance System) marker against his name. What happened Around October last year, Monzo decided to close Mr A’s account immediately and later loaded a CIFA... (3 pages)View decision -
Decision Reference DRN-3667585
20 Oct 2022 TSB Bank plc Not upheldMortgagesDRN-3667585 The complaint Mr M complains that TSB Bank plc won’t agree to remove a marker against his name on a fraud prevention database - CIFAS. TSB added the marker in connection with a mortgage application Mr M made. What happened The circumstances of this complaint are well known to b... (3 pages)View decision -
Decision Reference DRN0169088
4 Dec 2017 American Express Services Europe Limited Not upheldBanking and creditMr A complains that American Express Services Europe Limited registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his credit file.backgroundMr A opened an Amex account in March 2014. He used the account and says he told Amex he was having financial... (3 pages)View decision -
Decision Reference DRN-3790367
4 Nov 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3790367 The complaint Mr D complains about a marker that Tesco Personal Finance PLC (trading as Tesco Bank) have recorded against him with the fraud prevention agency CIFAS. He’d like the marker removed. What happened Mr D held a current account with Tesco Bank. In June 2019 he reporte... (4 pages)View decision -
Decision Reference DRN-1942697
14 Oct 2020 Black Horse Limited Not upheldConsumer CreditDRN-1942697 The complaint Mr S complains that Black Horse Limited trading as Black Horse Finance has unfairly recorded information about him at CIFAS, the national fraud database. What happened Mr S applied for car finance through a dealership in July 2018. When Black Horse Finance reviewe... (2 pages)View decision -
Decision Reference DRN-2971947
23 Mar 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2971947 The complaint Mr B complains that Vanquis Bank Limited (“Vanquis”) registered a fraud prevention marker against him without due cause. What happened Mr B held a credit card account with Vanquis from December 2019 to March 2020. During this time, Mr B utilised the credit balance... (4 pages)View decision -
Decision Reference DRN-6186104
27 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6186104 The complaint Mr N complains TSB Bank plc unfairly blocked and closed his accounts, returned funds in his savings account back to the sending bank, and recorded a Cifas marker. What happened Mr N held accounts with TSB. In August 2025 a very large sum of money credited his s... (3 pages)View decision -
Decision Reference DRN1439229
14 Jan 2020 Metro Bank PLC UpheldBanking and creditMr A complains that Metro Bank PLC (“Metro”) registered his details with CIFAS and closed his account, causing serious repercussions for him.backgroundI issued a provisional decision on 25 November 2019, a copy of which is attached as it forms part of this final decision. Mr A accepted my ... (7 pages)View decision