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-2809454
11 Jun 2021 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-2809454 The complaint Mr K complains that The Co-operative Bank Plc has accused him of benefitting from fraud and has closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr K contacted The Co-op on 19 March 2020 to say that he had received fr... (3 pages)View decision -
Decision Reference DRN-4701239
2 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4701239 The complaint J complain Lloyds Bank PLC (“Lloyds”) closed their account and loaded a fraud marker against its director. What happened In August 2023, J made an application for invoice factoring finance to Lloyds. This was declined. Shortly after, in September 2023, and followi... (4 pages)View decision -
Decision Reference DRN-2875264
20 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2875264 The complaint Miss M complains that Santander UK plc (“Santander”) registered a fraud prevention marker against her without due cause. What happened On 15 March 2020, two payments were made into Miss M’s Santander current account totalling approximately £1,050. There were also ... (3 pages)View decision -
Decision Reference DRN7374948
11 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditMiss D complains that Lloyds Bank Plc have closed her account and registered her name with CIFAS. Credit Industry Fraud Avoidance System (CIFAS) is the UK’s fraud prevention service.Miss D has been helped with her complaint by a representative. But for ease of reading, I’ll only refer to ... (2 pages)View decision -
Decision Reference DRN9658970
16 Jul 2019 Barclays Bank UK PLC Not upheldBanking and creditMr R complains that Barclays Bank UK PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. Mr R says the marker was added following payments from his account which he didn’t authorise. He wants Barclays to remove the marker.backgroundIn 2015, Mr R op... (5 pages)View decision -
Decision Reference DRN-4245156
19 Jul 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4245156 The complaint Mr F is unhappy that Bank of Scotland plc, trading as Halifax, closed his account and loaded a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr F held an acco... (3 pages)View decision -
Decision Reference DRN-3465968
6 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3465968 The complaint Mr M has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In May 2019, Mr M applied for a current account with Santander, and was asked to provide 3 years’ worth of address history. He told Santa... (3 pages)View decision -
Decision Reference DRN-4742521
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742521 The complaint Mr R has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In January 2023, Mr R received two credits of £65 each. Monzo says it received a fraud report about these credits. It asked Mr R about the ... (3 pages)View decision -
Decision Reference DRN-4757386
30 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4757386 The complaint Miss J complains that TSB Bank plc (“TSB”) unfairly registered her details with a fraud prevention service (CIFAS). What happened Miss J fell victim to an investment scam and quickly ran out of funds. She was told that she’d obtain her investment if she could pay ... (3 pages)View decision -
Decision Reference DRN-5170452
24 Jan 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5170452 The complaint Miss B is unhappy that Kroo Bank Ltd applied a fraud marker against her name. What happened In February 2024, Miss B opened an account with Kroo. Between 22 February 2024 and 6 March 2024, the account received faster payments from a number of different people. ... (3 pages)View decision