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 2061 results
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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-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-4257551
18 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4257551 The complaint Miss C complains that Monzo Bank Ltd added a marker about her to CIFAS, the national fraud database, when it closed her account. What happened Miss C says that the marker is affecting her ability to get an account elsewhere and save money. Monzo Bank said it hadn’... (3 pages)View decision -
Decision Reference DRN-3371839
20 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3371839 The complaint Mr A complains that Barclays Bank UK PLC closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr A says he was selling items online using social media and receiving money to his account. He doesn’t accept he was acting fr... (3 pages)View decision -
Decision Reference DRN-3879363
17 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3879363 The complaint Mr F complains HSBC UK Bank Plc (“HSBC”) restricted and closed his account. He also complains HSBC has unfairly applied a fraud marker against him. What happened In May 2019, HSBC received allegations from another financial business that Mr F had received two frau... (3 pages)View decision -
Decision Reference DRN9575720
30 Jan 2017 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank plc shouldn’t have shared adverse information about how she conducted her account.backgroundLloyds had identified Miss B’s account was the subject of fraudulent activity. It shared this information with the Credit Industry Fraud Avoid... (2 pages)View decision -
Decision Reference DRN-3378167
31 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3378167 The complaint Mr M complains about a fraud prevention marker recorded by BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened In April 2017, Mr M went to a dealership to look at replacing his car. He says he spoke to a salesperson at the dealershi... (3 pages)View decision -
Decision Reference DRN-6014149
12 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6014149 The complaint Mr J has complained Nationwide Building Society wouldn’t refund disputed gambling transactions and then lodged a fraud-related marker on the industry fraud database, CIFAS. What happened On 8 July 2025, Mr J contacted Nationwide. He’d been alerted after his wif... (2 pages)View decision -
Decision Reference DRN-3104916
10 Nov 2021 Santander UK Plc Not upheldMortgagesDRN-3104916 The complaint Mr H complains that Santander UK Plc made an entry about him on a fraud prevention database (CIFAS) following an unsuccessful mortgage application. What happened Mr H applied for a mortgage in 2017, which was declined by Santander. He raised a complaint as he foun... (2 pages)View decision -
Decision Reference DRN-2403840
1 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2403840 The complaint Mr A complains that Barclays Bank UK PLC has closed his account and registered a marker at CIFAS the national fraud database. What happened Mr A says his bank account was put under review and then Barclays decided to close it. He says Barclays refused to give him ... (2 pages)View decision