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-5305366
17 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5305366 The complaint Mr A complains Sainsbury’s Bank Plc registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to de... (3 pages)View decision -
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 pages)View decision -
Decision Reference DRN-3298168
31 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3298168 The complaint Mr O is unhappy that HSBC added a CIFAS marker to his record which resulted in his bank accounts elsewhere being closed. He said this had a substantial impact on his wellbeing and university studies and he is seeking compensation from HSBC. What happened HSBC rece... (5 pages)View decision -
Decision Reference DRN8068580
17 Feb 2020 The Co-operative Bank Plc UpheldBanking and creditMiss J has complained The Co-operative Bank plc won’t remove a fraud-related marker it placed on her record in 2018.backgroundIn March 2018 Miss J told the Co-op there were two transactions (for £280 and £250) made over the two preceding days which she hadn’t made. Within a few days the Co... (2 pages)View decision -
Decision Reference DRN-2786368
28 Apr 2021 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-2786368 The complaint A limited company, which I’ll refer to as O, complains Conister Finance & Leasing Ltd unfairly declined its application for a Bounce Back Loan. O’s director, Mr A, brings the complaint on its behalf. What happened O applied to Conister for a Bounce Back Loan o... (2 pages)View decision -
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 DRN-3128290
24 Feb 2022 Skipton Building Society UpheldMortgagesDRN-3128290 The complaint Mr A complains that Skipton Building Society (“Skipton”) made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr A applied for a mortgage with Skipton in January 2019. Skipton refused the applicati... (3 pages)View decision -
Decision Reference DRN4773822
11 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc has added a fraud marker against his name based on incorrect information.backgroundIn 2013 Mr A applied for a mortgage with NatWest through a broker. NatWest declined the application and Mr A eventually applied succes... (2 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-2868954
8 Jul 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2868954 The complaint Mr D complains that Metro Bank PLC recorded a marker at CIFAS, the national fraud database. What happened Mr D had accounts with Metro Bank. In 2016 his accounts were closed, and he wasn’t told the reason why. In 2020 he found out that Metro Bank had recorded a CI... (2 pages)View decision