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-4998910
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4998910 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 early 2024 Mr A was told by HSBC that they were closing his account. They also lodged a fraud-related marker on his record wi... (2 pages)View decision -
Decision Reference DRN-5776235
10 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5776235 The complaint Mr K complains Revolut Ltd has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened In December 2024, Mr K received several payments into his Revolut account. Revolut later received notification that the... (2 pages)View decision -
Decision Reference DRN-5765382
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5765382 The complaint Mr Z has complained that TSB Bank plc didn’t provide adequate compensation after mistakenly applying a fraud-related marker to his record. What happened In March 2024 TSB closed Mr Z’s personal account with them. They believed the account had been opened with f... (2 pages)View decision -
Decision Reference DRN-4622959
20 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4622959 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr O 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-1829917
19 Nov 2020 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-1829917 The complaint Mr G complains that Capital One (Europe) plc has unfairly registered a marker at CIFAS, the national fraud database. What happened Mr G says that when he tried to open a new account with his bank in 2019 he found out that Capital One had registered the marker in 2... (2 pages)View decision -
Decision Reference DRN-4923366
23 Oct 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4923366 The complaint Mr A has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr A was told by Kroo 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-4035271
30 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4035271 The complaint Miss D complains that Monzo Bank Ltd registered a marker about her at CIFAS, the national fraud database. What happened Miss D says that she has never opened an account with Monzo Bank. And that someone did so by using her personal information. The CIFAS marker is... (2 pages)View decision -
Decision Reference DRN3255170
28 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains that The Royal Bank of Scotland plc (RBS) has recorded adverse information about him to CIFAS, one of the UK’s fraud alert services.Mr U has been helped with his complaint by a representative. But for ease of reading, I’ll only refer to Mr U himself.backgroundIn 2016 Mr U’s ... (3 pages)View decision -
Decision Reference DRN-4579705
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4579705 The complaint Mr and Mrs P complain about the way that Barclays Bank UK PLC has treated them when the term of their mortgage ended – and that it incorrectly recorded a Cifas marker against Mrs P. What happened Mr and Mrs P had an interest only mortgage with Barclays. The term e... (3 pages)View decision -
Decision Reference DRN-3427641
28 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3427641 The complaint Mr H complains about a fraud prevention marker recorded by Volkswagen Financial Services (UK) Limited. What happened In September 2020, Mr H contacted a car dealer to buy a used vehicle. During their discussions, the dealer tried to secure borrowing for Mr H, to a... (4 pages)View decision