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 2048 results
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Decision Reference DRN-3389658
13 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3389658 The complaint Miss R complains that Monzo Bank Ltd has registered a fraud marker at CIFAS the national fraud database. What happened Miss R says that her account was ‘hacked’ and that she wasn’t responsible for payments to her account on 23 April 2021. She says that the CIFAS m... (2 pages)View decision -
Decision Reference DRN-3084253
8 Nov 2021 Startline Motor Finance Limited UpheldConsumer CreditDRN-3084253 The complaint Mr O has complained that Startline Motor Finance Limited registered a marker against him at CIFAS, the national fraud database. What happened Mr O applied for a loan with Startline. Startline says that when he gave it his address history, he left off an address wh... (2 pages)View decision -
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision -
Decision Reference DRN-1341248
10 Jul 2020 Oodle Financial Services Limited Not upheldConsumer CreditDRN-1341248 The complaintMiss D complains that Oodle Financial Services Limited passed information about her, to a fraud prevention agency. The information is about a car finance loan application, which Miss D says, was started by someone else and not by her. What happenedIn July 2019 a c... (4 pages)View decision -
Decision Reference DRN-1700598
1 May 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1700598The complaintMr A complains on behalf of his business, T, that Barclays Bank UK PLC blocked and then closed his business accounts. He also says Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He wants Barclays to compensate him ... (4 pages)View decision -
Decision Reference DRN-3128290
24 Feb 2022 Skipton Building Society UpheldMortgagesDRN-3128290 The complaint Mr A complains that Skipton Building Society (“Skipton”) made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr A applied for a mortgage with Skipton in January 2019. Skipton refused the applicati... (3 pages)View decision -
Decision Reference DRN-4860065
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4860065 The complaint Mr C complains BMW Financial Services (GB) Limited didn’t do enough when a third party attempted to, and succeeded in, taking over their account. What happened Mr C says he’s taken out a number of finance agreements with BMW over the years including one he took ou... (3 pages)View decision -
Decision Reference DRN-5325579
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325579 The complaint A – a limited company complains HSBC UK Bank Plc unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against its name. A is represented by its director - Mr A. What happened A held a business account with H... (3 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN5909924
14 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr I’s unhappy that National Westminster Bank Plc closed his account and placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundNatWest closed Mr I’s account. It sent him a letter to explain that it had closed his account.When Mr I comp... (2 pages)View decision