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 DRN7649206
28 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr G has complained that HSBC UK Bank plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr G has had accounts with HSBC for a number of years. In May 2018 he received a payment of £2,000 into his current account from a Halifax account. Halifax c... (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 DRN9568801
9 Mar 2015 Santander UK Plc UpheldBanking and creditMr J complains that the actions of Santander UK Plc (“the bank”) following an incident where he was a victim of identity fraud mean that he can’t now open an account at another bank.backgroundMr J says that he was the victim of identity fraud, and that various transactions were carried... (2 pages)View decision -
Decision Reference DRN8155235
3 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs A complain Bank of Scotland plc (trading as Halifax) has added fraud markers against their names based on incorrect information.Mr and Mrs A want the markers to be removed as they say it’s damaging to them. They’d also like an apology from Halifax and com... (2 pages)View decision -
Decision Reference DRN-5056787
10 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5056787 The complaint Miss C is unhappy that Prepay Technologies Limited applied a Cifas marker against her name. She would like the marker removed. Monese is an agent of Prepay Technologies Limited, but I shall refer to Monese throughout this decision. What happened The background... (3 pages)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-4364831
25 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4364831 The complaint Mr G complains that Monzo Bank Ltd has registered a marker about him at CIFAS, the national fraud database. What happened Mr G says that the marker is affecting his ability to get a bank account and apply for student finance. He hasn’t knowingly received any fraud... (3 pages)View decision -
Decision Reference DRN-3937073
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3937073 The complaint Mr C complains Barclays Bank UK Plc registered a fraud marker at CIFAS, the national fraud database and closed his account. He doesn’t think it’s treated him fairly. He’d like Barclays to compensate him for the difficulties this caused. What happened I issued my p... (4 pages)View decision -
Decision Reference DRN-2775367
24 Jun 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2775367 The complaint Miss P complains Santander UK Plc (“Santander”) closed her account, and then unfairly applied an adverse fraud marker against her. Miss P is represented by her mother. Where possible, and to keep things simple, I will refer to Miss P in my decision. What happened ... (5 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