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-3377690
22 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3377690 The complaint Miss O complains that HSBC UK Bank Plc closed her account and registered a CIFAS marker. What happened Miss O says that HSBC closed her account in 2018. She only recently found out that a CIFAS marker had been added. This was when her account with another financia... (3 pages)View decision -
Decision Reference DRN2049045
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains that Bank of Scotland plc closed her current account and registered a fraud prevention marker against her without due cause.backgroundMs A in the director of B, a small business. In August Ms A got in touch with Bank of Scotland to notify them of a large payment due into the... (3 pages)View decision -
Decision Reference DRN-6081603
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6081603 The complaint Miss S complains Revolut Ltd wrongly applied 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 provide ... (3 pages)View decision -
Decision Reference DRN-5877197
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5877197 The complaint Mr R and Miss T complain that Admiral Insurance (Gibraltar) Limited recorded a fraud marker against Miss T on the national fraud database (‘Cifas’). Reference to Admiral includes its agents. What happened In summary, it’s common ground that Mr R and Miss T bou... (4 pages)View decision -
Decision Reference DRN-5887579
22 Oct 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5887579 The complaint Mr A has complained that Zopa Bank Limited applied a fraud-related marker to his record and then didn’t provide adequate compensation after removing this. What happened In January 2023 Zopa received an application from Mr A for a hire purchase agreement. They d... (2 pages)View decision -
Decision Reference DRN-3326081
21 Feb 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3326081 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) have recorded a marker against him with the fraud prevention agency CIFAS. He’d like this marker to be removed. What happened Mr M held a current account with RBS. In May 2017 there were a number of transact... (3 pages)View decision -
Decision Reference DRN-4347297
19 Sep 2023 Santander UK Plc Not upheldMortgagesDRN-4347297 The complaint Mr A complains that Santander UK Plc incorrectly and unfairly recorded a Cifas fraud marker against him. What happened In 2022, Mr A said he found out that Santander had placed a fraud marker with Cifas against him. He considers it has been recorded in error and h... (3 pages)View decision -
Decision Reference DRN-2859679
7 Sep 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2859679 The complaint Mr and Mrs S complain that Santander UK Plc restricted their accounts when they discovered a fraud prevention marker by a third-party bank. They would like to be compensated for the impact this had on them. What happened Mr and Mrs S held a joint account with San... (4 pages)View decision -
Decision Reference DRN-5620855
29 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5620855 The complaint Mr R has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr R opened an account with Kroo. He was young at the time and under the influence of a third party who’d encouraged him to... (2 pages)View decision -
Decision Reference DRN-5732660
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732660 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) filed an adverse Cifas marker about her. What happened Miss O had a current account with Monzo. In October 2024, Monzo contacted Miss O regarding a payment of £200 that she’d received from a third party. It sent Mi... (3 pages)View decision