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-4388387
19 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4388387 The complaint Mr O complains Revolut Ltd (“Revolut”) unfairly applied an adverse fraud marker against him. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-3826359
3 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3826359 The complaint Ms V complains that Barclays Bank UK PLC added a marker at CIFAS, the national fraud database, when it closed her account. What happened Ms V says she wasn’t involved in any fraudulent activity on her account and that the marker is affecting her ability to access ... (3 pages)View decision -
Decision Reference DRN-4993723
25 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-4993723 The complaint Mr A complains that Startline Motor Finance Limited (‘SMF’) unfairly recorded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A applied to a ... (3 pages)View decision -
Decision Reference DRN-6011774
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6011774 The complaint Miss K has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss K was trying to open a business account with another bank in 2025. Miss K discovered Revolut had lodged a fraud-related marker... (2 pages)View decision -
Decision Reference DRN-4971818
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971818 The complaint Miss N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2024 Miss N got a query from Monzo about a payment of £500 she’d received into her account. She told them she’d sold an item ... (2 pages)View decision -
Decision Reference DRN-2423357
14 Jan 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-2423357 The complaint Mr W complains that Tesco Personal Finance PLC has registered a marker at CIFAS, the national fraud database. What happened Mr W had an account with Tesco which was closed in 2018. He found out that Tesco had registered the marker and through a representative comp... (4 pages)View decision -
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 pages)View decision -
Decision Reference DRN-2786368
28 Apr 2021 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-2786368 The complaint A limited company, which I’ll refer to as O, complains Conister Finance & Leasing Ltd unfairly declined its application for a Bounce Back Loan. O’s director, Mr A, brings the complaint on its behalf. What happened O applied to Conister for a Bounce Back Loan o... (2 pages)View decision -
Decision Reference DRN4773822
11 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc has added a fraud marker against his name based on incorrect information.backgroundIn 2013 Mr A applied for a mortgage with NatWest through a broker. NatWest declined the application and Mr A eventually applied succes... (2 pages)View decision -
Decision Reference DRN-5666297
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5666297 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened I wrote to both parties in May 2025 to outline my initial thoughts on the complaint, as I was minded to come to a different outcome to our invest... (4 pages)View decision