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 1668 results
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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 DRN-3105639
24 Dec 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3105639 The complaint Mr L complains that N26 Bank GmbH closed his account and registered his details with CIFAS the UK’s fraud alert service. He wants the CIFAS marker removed and compensation. What happened Mr L had an account with N26 which he opened on 11 April 2019. On 28 April 2... (3 pages)View decision -
Decision Reference DRN3964011
20 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr R feels he’s been unfairly treated by Barclays Bank Plc as it placed a CIFAS marker on his account in 2013 after closing his account with no notice.backgroundBarclays closed Mr R’s account in 2013 and placed a marker on CIFAS relating to Mr R. It said it close... (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 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 -
Decision Reference DRN-5175740
6 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5175740 The complaint Mr B complains Monzo Bank Ltd trading as Monzo unfairly restricted and closed the account he held with them. He also complains they unfairly recorded a CIFAs marker against him. He wants his account reinstated, the CIFAs marker removed and compensation for the ... (5 pages)View decision -
Decision Reference DRN-3658933
6 Mar 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-3658933 The complaint Mr R complains that American Express Services Europe Limited registered a Cifas marker against him without due cause. What happened In June 2019 Mr R was approved for a credit card account with American Express. The account required him to repay any outstanding ba... (3 pages)View decision -
Decision Reference DRN9894789
10 Jan 2018 Aldermore Bank Plc Not upheldBanking and creditMr S complains that Aldermore Bank Plc placed a marker on the Credit Industry Fraud Avoidance System (CIFAS) against him. This was following an application for a mortgage he completed on behalf of ‘T’ a company that he was a director of at the time.Mr S would like ... (2 pages)View decision
