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-5333400
25 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5333400 The complaint E, complains that Metro Bank Plc unfairly registered a marker about it and its director at Cifas, the national fraud database. E’s complaint has been brought to us by its director, Mr M. What happened E had an account with Metro. Mr M has explained that he is ... (5 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 -
Decision Reference DRN-5296752
26 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5296752 The complaint Miss S complains that Kroo Bank Limited (Kroo) registered a Cifas marker against her without due cause. What happened On 16 March 2024 an account was opened with Kroo in Miss S’s name. On 22 March Kroo said it received a report from another bank regarding a d... (3 pages)View decision -
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 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