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-3963950
19 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3963950 The complaint Mr O complains that Monzo Bank Ltd added a marker about him to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that he found out about the marker when he tried to open an account elsewhere. He says he wasn’t involved in any ... (4 pages)View decision -
Decision Reference DRN-5250160
10 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5250160 The complaint Miss M complains that HSBC UK Bank Plc unfairly loaded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Miss M received a payment of around £1,500 into her account. Following this, HSBC restricted her a... (4 pages)View decision -
Decision Reference DRN-2594792
24 Jun 2021 Bank of Ireland (UK) Plc UpheldMortgagesDRN-2594792 The complaint Mr S complains that Bank of Ireland (UK) Plc (BOI) recorded an entry about him on a fraud prevention database (CIFAS) in connection with a mortgage application. What happened In 2020, Mr S applied for a business account but was declined. He looked into why this ha... (3 pages)View decision -
Decision Reference DRN-3937147
7 Mar 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3937147 The complaint Mr B is unhappy that Metro Bank PLC applied a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. In September 2020, Mr B received two payments into his account tot... (3 pages)View decision -
Decision Reference DRN-4547547
9 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4547547 The complaint Mr P has complained HSBC UK Bank plc added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In August 2022 HSBC closed Mr P’s account. They’d been made aware that a customer of theirs had been scammed into making a payment in... (2 pages)View decision -
Decision Reference DRN2035473
24 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr B complains that Barclays Bank UK plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. backgroundIn October 2015 Mr B opened an account with Barclays. A week later the account was credited with £500; most of that was withdrawn in two cash machine with... (2 pages)View decision -
Decision Reference DRN-4905370
19 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4905370 The complaint Miss N complains that Barclays Bank UK PLC has unfairly closed her account and had a fraud prevention marker recorded against her. What happened On 3 October 2022, Barclays received a claim for payment from another financial institution of around £800, credited... (2 pages)View decision -
Decision Reference DRN-5907608
17 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5907608 The complaint Mr D has complained Wise Payments Limited, trading as Wise, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr D opened an account with Wise in November 2024. After receiving a report from another bank about a fra... (3 pages)View decision -
Decision Reference DRN-5607194
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5607194 The complaint Mr H complains Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bot... (4 pages)View decision -
Decision Reference DRN-5778011
5 Jan 2026 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5778011 The complaint Mr B has complained Prepay Technologies Ltd, trading as Monese, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr B opened an account with Monese on 15 March 2025. He used this to transfer funds between this acco... (3 pages)View decision