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-2291719
11 Nov 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2291719 The complaint Miss A complains that Barclays Bank UK PLC has unfairly registered a fraud marker at CIFAS the national fraud database. What happened Miss A contacted Barclays when she found out about the marker. She says that she had no knowledge of fraudulent funds paid into he... (3 pages)View decision -
Decision Reference DRN-3233600
28 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3233600 The complaint Miss K complains that Santander UK Plc closed her account and registered a marker at CIFAS, the national fraud database. What happened Miss K says she was contacted by individuals on social media about receiving money into her account for someone else unable to ma... (3 pages)View decision -
Decision Reference DRN-5733735
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733735 The complaint Mr M complaints 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 bo... (3 pages)View decision -
Decision Reference DRN-5564238
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5564238 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Miss B’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-3599896
18 Aug 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3599896 The complaint Ms F complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database. What happened Ms F opened the account in October 2017. She was then 16 and was at college. She says that her older boyfriend, who lived opposite the college and who she w... (4 pages)View decision -
Decision Reference DRN-4819149
28 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4819149 The complaint Mr C has complained Monzo Bank Ltd added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In December 2023 Monzo closed Mr C’s account. They’d been made aware his account had received funds of £120 whilst a customer hadn’t... (2 pages)View decision -
Decision Reference DRN-5742479
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5742479 The complaint Mr S has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr S found that his main bank account was suddenly closed in 2025. He discovered there was a CI... (2 pages)View decision -
Decision Reference DRN-4149538
27 Jul 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4149538 The complaint Mr S has complained Clydesdale Bank plc, trading as Virgin Money, added a marker against his name to the industry fraud database. What happened In 2022 Mr S went to a bank to open a new account. His application was rejected as there was a marker against his name o... (2 pages)View decision -
Decision Reference DRN-4565707
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4565707 The complaint Miss H has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss H was told by Barclays that they were closing her account after they’d blocked her usage. They also lodged a fra... (2 pages)View decision -
Decision Reference DRN-2417795
6 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2417795 The complaint Mr B complains that Capital One (Europe) plc allowed a fraudster to access his account and amend the phone number. What happened Capital One says it received a call on 3 September 2019 from someone who had Mr B’s personal information. The caller was able to provid... (2 pages)View decision