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-4343855
7 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4343855 The complaint Mr M complains that he had a Cifas marker registered against him by Barclays Bank UK PLC (‘Barclays’) without due cause. What happened In June 2018 Mr M applied and was approved for an ISA account with Barclays. When Barclays made further checks after the applicat... (3 pages)View decision -
Decision Reference DRN7283764
17 Mar 2020 The Co-operative Bank Plc Not upheldBanking and creditComplaintMr H complains that The Co-operative Bank plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. CIFAS is one of the UK’s fraud prevention agencies.BackgroundIn July 2018, Mr H applied online for a Co-operative current account. His application was d... (2 pages)View decision -
Decision Reference DRN-4632556
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4632556 The complaint Mr S complains Monzo Bank Ltd unfairly loaded a CIFAs marker on the National Fraud Database. He wants the marker removed and compensation. What happened Mr S opened an account with Monzo in December 2020. In January 2021 Monzo reviewed his account, closed it, and ... (3 pages)View decision -
Decision Reference DRN-2023941
15 Sep 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2023941The complaintMr S complains that Barclays Bank UK PLC has unfairly registered a fraud marker at CIFAS, the national fraud database. What happenedMr S made an application for an account at Barclays in July 2017. It was declined and he was told that this was because of adverse inf... (2 pages)View decision -
Decision Reference DRN-5978094
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978094 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2023. In December 2024 Monzo received fraud reports from other banks about a num... (2 pages)View decision -
Decision Reference DRN-1708454
18 Jun 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1708454 The complaintMr W complains that HSBC UK Bank plc closed his account and recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services. He wants HSBC to allow him to keep his account, or to remove the marker so that he can bank elsewhere. What happened... (2 pages)View decision -
Decision Reference DRN-5929827
18 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5929827 The complaint Mrs H complains that J.P. Morgan Europe Limited trading as Chase has wrongly recorded information with a fraud prevention agency. What happened In November 2024 Mrs H opened a bank with Chase. A few months later, Chase reviewed the account and in March 2025 clo... (3 pages)View decision -
Decision Reference DRN-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 pages)View decision -
Decision Reference DRN-3090937
1 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3090937 The complaint Miss H complains that Barclays Bank UK PLC closed her accounts and recorded information about her with fraud prevention agencies. She feels this is unfair and would like this information removed. What happened Miss H has complained using a representative, but for ... (4 pages)View decision -
Decision Reference DRN-3354945
7 Jun 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3354945 The complaint Mr L complains that Monzo Bank Ltd declined his application for an account and then misled him about its reasons for doing so. What happened In October 2020 Mr L applied online for a Monzo account. His application was declined, and Mr L received a message from Mon... (2 pages)View decision