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-5946650
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5946650 The complaint Mr G complains Santander UK Plc have recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Mr G made a loan application to Santander in July 2024. Santander declined that application and registered a Cifas... (2 pages)View decision -
Decision Reference DRN9579994
9 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complained because TSB Bank plc recorded a CIFAS marker against his name. He said it wasn’t fair, and he also complained that he hadn’t been told about it or exactly why TSB had applied it. backgroundAn account in Mr D’s name was opened with TSB on 22 February 2017. A number of transa... (3 pages)View decision -
Decision Reference DRN3696496
10 Jan 2020 Virgin Money plc UpheldBanking and creditMrs D complains that Virgin Money Plc (Virgin) incorrectly placed fraud prevention markers on her account, and that this has caused her distress and inconvenience.backgroundIn September 2018 Mrs D applied for a Virgin credit card account. Her application was granted, and her identification... (2 pages)View decision -
Decision Reference DRN-4849361
10 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849361 The complaint Mr P is unhappy that Monzo Bank Ltd loaded an adverse fraud marker against his name unfairly. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr P held an account with Monzo. In November of 2... (3 pages)View decision -
Decision Reference DRN-5732646
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732646 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) registered him with Cifas without due cause. What happened The circumstances surrounding this complaint are well known to both parties, so I will not go into every detail of what happened here. In summary, in Februa... (3 pages)View decision -
Decision Reference DRN-3442045
12 May 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3442045 The complaint Miss A complains N26 Bank GmbH unfairly recorded a Cifas marker against her on the national fraud database. She wants the marker removed. What happened Our investigator stated the background facts that led to Miss A’s complaint in their view. I find no need to rep... (4 pages)View decision -
Decision Reference DRN-5747552
10 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5747552 The complaint Mr A complains J.P Morgan Europe Limited trading as Chase unfairly closed his accounts and 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... (3 pages)View decision -
Decision Reference DRN3732462
1 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr J feels that Nationwide Building Society (“NBS” for short) has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file.backgroundMr J had a bank account with NBS. Another business placed a marker on Mr J’s Cifas file. (Mr... (2 pages)View decision -
Decision Reference DRN-5947006
11 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5947006 The complaint Mr K complains Monzo Bank Ltd unfairly recorded a Cifas marker against him. He wants the marker removed, a letter acknowledging they should have handled matters better, compensation, and help restoring his account or opening a basic account. What happened Mr K ... (3 pages)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision