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 1929 results
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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-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-5950965
28 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5950965 The complaint Miss M has complained TSB Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss M held an account with TSB. This wasn’t her only account so when her cousin needed somewhere to enable his universal credits ... (2 pages)View decision -
Decision Reference DRN4823440
20 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMrs O has complained that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. CIFAS is one of the UK’s fraud prevention agencies.what happenedFollowing an account review in June 2018, Lloyds gave Mrs O notice they were going to close her accou... (3 pages)View decision -
Decision Reference DRN-3535349
1 Jul 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3535349 The complaint Miss A complains that Monzo Bank Ltd added a marker about her at CIFAS the national fraud database when it closed her account. What happened Miss A said she found out about the marker when her bank account at a different financial business was closed. She says she... (3 pages)View decision -
Decision Reference DRN-3050647
10 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3050647 The complaint Mr D complains that Santander UK Plc (Santander) closed his account and applied a fraud marker. What happened What Mr D says Mr D says that in 2015 he worked part-time as a car hire broker. He put third parties in touch with hire companies, completed the necessary... (4 pages)View decision -
Decision Reference DRN-3587287
22 Jul 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3587287 The complaint Mr R complains that Capital One (Europe) plc placed a marker at CIFAS the national fraud database. What happened Mr R says he has now discovered that the marker had been added in February 2019 when his account was closed. He says that this had affected his ability... (3 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN1524063
29 May 2018 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc (trading as Birmingham Midshires) placed a fraud marker on his record.backgroundMr B applied for a mortgage with Birmingham Midshires in 2014. His application was declined. He says he didn’t think about the application again un... (3 pages)View decision