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 1938 results
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Decision Reference DRN-1226737
2 Jul 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1226737 The complaintMr P complains that Nationwide Building Society blocked access to his account, and would not unblock or close the account until he provided proof of his identity, even though he had already provided it recently. What happenedIn June 2019, Mr P opened a new account... (2 pages)View decision -
Decision Reference DRN6477674
15 May 2020 Barclays Bank UK PLC UpheldBanking and creditMr C has complained Barclays Bank UK PLC closed his account without notice and placed a fraud-related marker against his record.backgroundIn May 2018, Barclays carried out a review on Mr C’s account. After getting additional verification from him, his use continued as before. This was unti... (3 pages)View decision -
Decision Reference DRN-5576561
23 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5576561 The complaint Mr S complains Barclays Bank UK PLC recorded a fraud marker at Cifas and closed his account. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint and invited both parties to let me have any further comments ... (5 pages)View decision -
Decision Reference DRN-5516395
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5516395 The complaint Mrs O complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) placed a fraud marker about her on an external database after it voided her car insurance policy. What happened Mrs O took out a car insurance policy provided by Admiral which started in Se... (3 pages)View decision -
Decision Reference DRN3853166
13 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr O complains that Barclays Bank UK PLC applied a marker at CIFAS, the national fraud database, and made mistakes in dealing with his account after it was restricted and closed. backgroundMr O was told that funds of £2,650 paid into his account by his tenants up to October 2018 had been r... (3 pages)View decision -
Decision Reference DRN-1833570
24 Aug 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1833570The complaintMiss O complains that Bank of Scotland plc trading as Halifax UK has closed her accounts and recorded a marker at CIFAS, the national fraud database. What happenedHalifax received a report that a payment of £400 credited to one of Miss O’s accounts wasn’t authorised... (3 pages)View decision -
Decision Reference DRN-3689137
4 Nov 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3689137 The complaint Mr K is unhappy that Metro Bank PLC placed a fraud marker against his name. What happened Mr K held an account with Metro. In 2017, Metro received notification from a third-party bank that Mr K had been the recipient of fraudulent funds into his account. It was re... (3 pages)View decision -
Decision Reference DRN-5784896
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5784896 The complaint Miss A complains Revolut Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Three payments were paid into Miss A’s Revolut account on 19 February 2025 - two payments of £50 and one payment of £... (3 pages)View decision -
Decision Reference DRN3357281
17 Dec 2013 Barclays Bank Plc Not upheldBanking and creditMr F complains that Barclays Bank plc closed his accounts and then recorded adverse information against him with the Credit Industry Fraud Avoidance System (CIFAS). background Mr F opened two accounts with Barclays. Barclays made the decision to close these accounts, shortly after they we... (1 page)View decision -
Decision Reference DRN2349789
1 Aug 2019 Moneybarn No. 1 Limited Not upheldBanking and creditMs L complains that Moneybarn No. 1 Limited placed a CIFAS marker on her credit file.backgroundIn May 2018 Ms L discovered her bank account with a bank I will call N had been blocked and later it was closed. She discovered Moneybarn had placed a CIFAS marker on her credit file. She complai... (2 pages)View decision