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-5382676
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5382676 The complaint Miss M is unhappy that Kroo Bank Ltd applied a Cifas marker against her name. She would like the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In December 2023 an a... (2 pages)View decision -
Decision Reference DRN-5674548
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674548 The complaint Mr O complains that Monzo Bank Ltd blocked and then closed his account with it, and that it placed a fraud marker with CIFAS, the UK’s main fraud alert and prevention service. What happened Mr O received a number of payments into his Monzo account in March 2024... (2 pages)View decision -
Decision Reference DRN-3543422
22 Jun 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3543422 The complaint Mr O complains that Lloyds Bank Plc closed his account and recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. What happened In March 2019 Mr O opened an account with Lloyds. Later that month the account was credited with a payment... (2 pages)View decision -
Decision Reference DRN-5804162
19 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5804162 The complaint Mr R complains about the actions of esure Insurance Limited (‘esure’) when recording a fraud marker against his name on the national fraud database (‘CIFAS’). What happened The background to this complaint is well known to Mr R and esure. I won’t repeat in deta... (2 pages)View decision -
Decision Reference DRN-5946291
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5946291 The complaint Mr S is unhappy Barclays Bank UK PLC (Barclays) won’t refund several disputed payments made from his account and has recorded a CIFAS marker against him. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail... (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 DRN5462790
31 Oct 2013 HSBC Bank plc Not upheldBanking and creditMr K is unhappy that HSBC Bank Plc closed his account based on information from CIFAS regarding fraudulent activity on Mr K’s account. backgroundMr K is unhappy that a third party bank recorded the CIFAS information on his credit file. HSBC relied on this in closing the account. Mr ... (1 page)View decision -
Decision Reference DRN-5027522
15 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5027522 The complaint Mr L has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L 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-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-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