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-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 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 DRN3233747
17 Nov 2017 TSB Bank plc Not upheldBanking and creditMr K complains that TSB Bank plc (TSB) has closed his account and registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his credit file.backgroundI issued my provisional decision on 27 October 2017, a copy of which is attached and forms part of ... (4 pages)View decision -
Decision Reference DRN-5546403
21 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5546403 The complaint Mr B complains about a fraud prevention marked recorded by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi), following a car finance loan application. What happened In May 2024, Mr B made an application for a loan to finance ... (3 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 -
Decision Reference DRN6680516
3 Jun 2016 Lloyds Bank PLC Not upheldBanking and creditMs M complains that Lloyds Bank PLC recorded information with CIFAS which has prevented her from being able to obtain a fee-free bank account or mortgage.backgroundLloyds entered the record in August 2012 after Ms M’s account was used to deposit three counterfeit ch... (2 pages)View decision -
Decision Reference DRN-5240336
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5240336 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) applied a fraud marker against her, withheld her funds, and closed her accounts. Miss W adds that Barclays’ actions have caused her substantive distress, financial hardship, and inconvenience, and so it should ... (5 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-3896602
24 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3896602 The complaint Mr H complains that Lloyds Bank PLC added a marker to CIFAS, the national fraud database, when it closed his account. What happened Lloyds Bank said it had received a report that 33 payments which came to £2,446 made into Mr H’s account had been obtained fraudulen... (3 pages)View decision -
Decision Reference DRN7286651
8 Mar 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc removed funds from his account, closed the account and recorded an adverse marker with CIFAS.background Mr L’s account received £400 by way of faster payment. TSB then received information from the remitter’s bank which cast doubt ov... (2 pages)View decision