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-2786311
18 Feb 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2786311 Complaint Mr Z is unhappy with Capital One (Europe) plc’s decision to load a Cifas marker against his name. Background Mr Z had a credit card with Capital One. In June 2018, a direct debit payment was made to that credit card account for £1,145.04. It came from a current accoun... (2 pages)View decision -
Decision Reference DRN6736719
8 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr D has complained National Westminster Bank Plc placed a fraud marker on his record. He believes they can’t do this as they agreed to limit any impact on his credit record when requiring him to pay a debt on his credit card account.backgroundIn late 2014 anoth... (2 pages)View decision -
Decision Reference DRN-2572750
3 Sep 2021 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-2572750 The complaint Mr H is unhappy that Aldermore Bank Plc loaded fraud markers against his name after he says he was the victim of fraud. He’s also unhappy with the length of time Aldermore took to investigate his concerns and that it didn’t do more to advise him on how to resolve ... (5 pages)View decision -
Decision Reference DRN-2395740
8 Jan 2021 Startline Motor Finance Limited Not upheldConsumer CreditDRN-2395740 The complaint Mr B complained because Startline Motor Finance Ltd recorded a fraud marker against his name. What happened In May 2019, Mr B complained to Startline. He’d discovered that Startline had recorded a marker against his name with the fraud prevention agency CIFAS. In ... (5 pages)View decision -
Decision Reference DRN-6039082
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6039082 The complaint Miss B is unhappy that Bank of Scotland trading as Halifax applied a Cifas marker against her name. She would like the marker removed. Miss B is being represented by a member of her family but for ease I’ll only refer to Miss B below. What happened The backgr... (2 pages)View decision -
Decision Reference DRN-4034276
5 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4034276 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he had no knowledge of any fraudulent use of his account in March 2021. He found out about the CIFAS marker when appli... (4 pages)View decision -
Decision Reference DRN-4610143
23 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4610143 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-4891499
11 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4891499 The complaint Mr Y has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr Y 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 -
Decision Reference DRN-5127862
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5127862 The complaint Mr A has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Mr A was asked by HSBC about a payment of £1,438.81 received into his account. He confirmed this was a payment for ... (2 pages)View decision -
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision