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-3650710
26 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3650710 The complaint Mr P is unhappy that Madison CF UK Limited, trading as 118 118 Money (“118”), recorded a fraud marker against his name using the Cifas database. What happened Mr P approached Cifas and asked it what information it held on him after he had issues with existing, and... (4 pages)View decision -
Decision Reference DRN-2511469
4 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2511469 The complaint Mr R complains that Barclays Bank UK PLC closed his account and recorded a Credit Industry Fraud Awareness System (CIFAS) marker against his name. He feels the marker should be removed. What happened In January 2019, Mr R received a payment of £2,400 into his savi... (3 pages)View decision -
Decision Reference DRN-5251700
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5251700 The complaint Miss T complains that Monzo Bank Ltd unfairly recorded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Monzo restricted and closed Miss T’s account following a review of certain transactions carried ou... (3 pages)View decision -
Decision Reference DRN4707619
30 Jul 2013 HSBC Bank plc UpheldBanking and creditMr A complains that HSBC Bank plc (“HSBC”) should not have closed his account and then, unbeknown to him, shared information with other banks, through CIFAS, which meant he could not open accounts elsewhere. our initial conclusionsThe adjudicator recommended that the complaint be up... (2 pages)View decision -
Decision Reference DRN-3298168
31 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3298168 The complaint Mr O is unhappy that HSBC added a CIFAS marker to his record which resulted in his bank accounts elsewhere being closed. He said this had a substantial impact on his wellbeing and university studies and he is seeking compensation from HSBC. What happened HSBC rece... (5 pages)View decision -
Decision Reference DRN-5305366
17 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5305366 The complaint Mr A complains Sainsbury’s Bank Plc registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to de... (3 pages)View decision -
Decision Reference DRN8873212
5 Aug 2016 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank PLC closed his account without notice, and recorded his details on the Credit Industry Fraud Avoidance System (CIFAS). backgroundIn 2014, Barclays closed Mr M’s current account. It didn’t give him any notice, but sent him a letter to e... (2 pages)View decision -
Decision Reference DRN-5035591
27 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5035591 The complaint Mr A complains that Santander UK Plc has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file. Mr A is also unhappy with the service he received from Santander. What happened Mr A was a long-standing customer of San... (4 pages)View decision -
Decision Reference DRN-5819611
28 Nov 2025 Guavapay Limited Not upheldBanking and PaymentsDRN-5819611 The complaint Mr A has complained Guavapay Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Guavapay in August 2024. In September that year Guavapay received a fraud report from another bank a... (2 pages)View decision -
Decision Reference DRN-3674542
4 Jan 2023 Financial Administration Services Limited Not upheldBanking and PaymentsDRN-3674542 The complaint Mrs T is unhappy that Financial Administration Services Limited (“FAS”), trading as Fidelity International, rejected her application for an account and failed to disclose information. What happened In April 2021, Mrs T applied to FAS for an account. Shortly after ... (2 pages)View decision