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-5629077
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5629077 The complaint Mr I complains Lloyds Bank PLC unfairly closed his accounts and wrongly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4817680
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817680 The complaint Mr B complains Barclays Bank UK PLC caused him financial loss and distress and inconvenience by incorrectly closing his business account. What happened The facts that led to Mr B’s complaint are well known to both parties, so I am not going to detail everything wh... (4 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN-4851645
13 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4851645 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this is preventing him from opening another bank account and wants the marker removed. What happened Mr E tried to open a bank ac... (3 pages)View decision -
Decision Reference DRN-4244568
19 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4244568 The complaint Mr N has complained about Metro Bank PLC registering a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In 2018, Metro received information that Mr N was invo... (3 pages)View decision -
Decision Reference DRN-4524149
19 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4524149 The complaint Mr I has complained that Clydesdale Bank Plc (trading as Virgin Money) registered a marker against him at CIFAS, the national fraud database. What happened In spring 2022, Mr I received some funds into his Clydesdale account, which he then passed onto a cryptocurr... (3 pages)View decision -
Decision Reference DRN-1341114
12 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1341114 The complaintMr P complains that Barclays Bank UK PLC recorded a Credit Industry Fraud Avoidance System ("CIFAS") marker against his name. CIFAS is one of the UK's fraud prevention agencies. What happenedIn May 2019, Mr P applied for a Barclays current account. H... (2 pages)View decision -
Decision Reference DRN-2559119
2 Feb 2021 MI Money Limited Not upheldBanking and PaymentsDRN-2559119 The complaint Mrs B has complained that MI Money Ltd, trading as TotallyMoney, allowed a third party to take out credit cards in her name. What happened On 26 April 2019, Mrs B checked her status with a credit reference agency, which she uses. She discovered that TotallyMoney h... (3 pages)View decision -
Decision Reference DRN-2636976
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2636976 The complaint Mr O complains that Bank of Scotland plc trading as Halifax wouldn’t open a Help to Buy ISA and wrongly told him that there was information about him recorded at CIFAS, the national fraud database. What happened Mr O applied for the account on 28 November 2019. He... (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