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 2048 results
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Decision Reference DRN-1655371
11 Mar 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-1655371 The complaint Mr U complains that Capital One (Europe) PLC (Capital One) incorrectly applied a CIFAS marker to him, which caused him to suffer financial hardship. What happened Mr U applied for a credit card with Capital One. He didn’t hear back from the application, so applied... (2 pages)View decision -
Decision Reference DRN-2422234
18 Feb 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2422234 The complaint Mr G complains that Lloyds Bank PLC closed his accounts even though he explained he had been the victim of fraud. What happened In May 2020 Lloyds wrote to Mr G and said that it would be closing his accounts after 65 days. He complained and said that a marker on t... (2 pages)View decision -
Decision Reference DRN-4419765
19 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4419765 The complaint Miss C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss C was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (2 pages)View decision -
Decision Reference DRN-6033027
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6033027 The complaint Mr S has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S understood that his credit card account with NewDay had been closed after a phone call with NewDay. He said he ... (3 pages)View decision -
Decision Reference DRN-6087708
26 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6087708 The complaint Mr M complains Nationwide Building Society has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 10 May 2023, Mr M received two payments of £1,000 each into his Nationwide account. Nationwide later... (3 pages)View decision -
Decision Reference DRN-4508104
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508104 The complaint Miss A has complained Monzo Bank Ltd added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened In January 2021 Monzo closed Miss A’s account. They’d been made aware her account had received funds that weren’t hers in the amounts... (3 pages)View decision -
Decision Reference DRN-4080598
22 May 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4080598 The complaint Mr Q complains that Starling Bank Limited added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr Q says he was paid £300 into his Starling Bank account on 29 June 2022 by a family member. He was then told that ... (3 pages)View decision -
Decision Reference DRN-6214507
8 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6214507 The complaint Miss A complains that Revolut closed her account and unfairly loaded a marker about her at Cifas, the national fraud database. She would like the marker removed. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (3 pages)View decision -
Decision Reference DRN-5730344
28 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5730344 The complaint Mr G complained that MotoNovo Finance Limited gave him incorrect information in relation to a fraud marker. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G tried to acquire a car in... (3 pages)View decision