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-5560574
21 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5560574 The complaint Mr W has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In late 2023 Mr W opened an account with Kroo. Mr W has said that he never made any transactions on the account and only opened i... (3 pages)View decision -
Decision Reference DRN-3119814
14 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3119814 The complaint Mr G complains that Barclays Bank UK PLC (‘Barclays’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them in detail here. But in summary, in Mr G’s accoun... (3 pages)View decision -
Decision Reference DRN-5756211
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756211 The complaint Mr N complains Monzo Bank Ltd unfairly 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 both parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN2811593
9 Oct 2019 Bank of Scotland Plc Not upheldBanking and creditMiss S complains about a CIFAS marker placed against her by Bank of Scotland plc (trading as Halifax). She’s lost a lot of money as she can’t continue her bitcoin trading.backgroundMiss S used her Halifax account to buy and sell bitcoin. A third party made a fraudulent claim against her. B... (3 pages)View decision -
Decision Reference DRN0126921
7 Oct 2020 HSBC UK Bank Plc UpheldBanking and creditMr G complains HSBC UK Bank Plc unfairly closed his account and recorded a CIFAS marker against his name. He brings this complaint with the assistance of his mother – Mrs G – but for ease, I will refer to all submissions as if made by Mr G directly. background HSBC contacted Mr G and invit... (2 pages)View decision -
Decision Reference DRN-5804162
19 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5804162 The complaint Mr R complains about the actions of esure Insurance Limited (‘esure’) when recording a fraud marker against his name on the national fraud database (‘CIFAS’). What happened The background to this complaint is well known to Mr R and esure. I won’t repeat in deta... (2 pages)View decision -
Decision Reference DRN-3607934
30 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3607934 The complaint Mrs D complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, when it closed her account. What happened Mrs D says her sister lives abroad. And that she agreed to receive money from her sister’s fiancée and send this to her. ... (3 pages)View decision -
Decision Reference DRN-6153950
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6153950 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) registered a fraud prevention marker against him, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in... (2 pages)View decision -
Decision Reference DRN-4364831
25 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4364831 The complaint Mr G complains that Monzo Bank Ltd has registered a marker about him at CIFAS, the national fraud database. What happened Mr G says that the marker is affecting his ability to get a bank account and apply for student finance. He hasn’t knowingly received any fraud... (3 pages)View decision -
Decision Reference DRN-5027522
15 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5027522 The complaint Mr L has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision