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-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-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-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 DRN8718014
23 Jan 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains The Royal Bank of Scotland Plc won’t remove information it passed to the Credit Industry Fraud Avoidance System (“CIFAS”). And this is now affecting his ability to obtain credit.backgroundMr U had an account with RBS. In March 2016, just under £8,000 was... (2 pages)View decision -
Decision Reference DRN-2623744
24 Feb 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2623744 The complaint Mr B complained because Nationwide Building Society: - recorded a marker against his name on the CIFAS anti-fraud database; - closed his newly-opened accounts without notice; - required him to provide photographic ID when he’d already taken it to a branch which ha... (7 pages)View decision -
Decision Reference DRN-3879577
8 Feb 2023 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3879577 The complaint Mrs L complains that Yorkshire Building Society has added a marker about her to CIFAS, the national fraud database. What happened Mrs L says that she came to this country in October 2021 as a student. She says she was told that she needed name and address identifi... (4 pages)View decision -
Decision Reference DRN4541080
20 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMiss U has complained Barclays Bank UK PLC closed her accounts and placed a fraud marker on her record.backgroundMiss U brought her complaint to the ombudsman service after Barclays had closed her accounts and lodged a CIFAS marker against her name. They told her they’d closed her accounts... (3 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-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-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