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 DRN5469909
25 Nov 2013 Bank of Scotland Plc Not upheldBanking and creditMr C’s account with Bank of Scotland plc (trading as Halifax) was the subject of fraudulent activity, which was identified by the bank. The account was closed and a misuse of facility marker was registered with the Credit Industry Fraud Avoidance System (CIFAS). Mr C complains that the ... (2 pages)View decision -
Decision Reference DRN-3015681
25 Aug 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3015681 The complaint Mr S has complained that HSBC UK Bank Plc registered a marker against him at CIFAS, the national fraud database. What happened In November 2019, Mr S set up a current account and two savings accounts with HSBC. He received £5,800, which was later confirmed as bein... (3 pages)View decision -
Decision Reference DRN4049605
3 Apr 2018 Barclays Bank Plc Not upheldBanking and creditMiss W complains Barclays Bank Plc closed an account she had with it and recorded a fraud marker on the Credit Industry Fraud Avoidance System (“CIFAS”). backgroundIn April 2016 money was paid into Miss W’s account and subsequently withdrawn. Following these transaction... (2 pages)View decision -
Decision Reference DRN5566498
13 Sep 2017 Yorkshire Building Society Not upheldBanking and creditMr M complains that Yorkshire Building Society (“YBS”) unfairly put him on the Credit Industry Fraud Avoidance Scheme (“CIFAS”) database.backgroundMr M has various buy-to-let (“BTL”) properties, and in 2004 he remortgaged one of these (“29a”) from a different lender to Y... (3 pages)View decision -
Decision Reference DRN-2783141
3 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2783141 The complaint Mr A is unhappy HSBC UK Bank Plc has recorded a Cifas marker against his name. He disputes the transactions that took place on his account. What happened A cheque dated 26 April 2017 for the sum of £9,029.09 was credited into Mr A’s account on 28 April 2017. Follo... (3 pages)View decision -
Decision Reference DRN-3520520
5 Jul 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3520520 The complaint Mr J is unhappy that Metro Bank PLC (Metro) closed his account and registered a fraud marker against him. What happened In May 2021, Mr J says he saw an advertisement on a social media site about people making money through trading in cryptocurrency. Mr J says he ... (3 pages)View decision -
Decision Reference DRN1340164
4 Jun 2015 National Westminster Bank Plc Not upheldBanking and creditMs B complains National Westminster Bank Plc has closed her account and registered information with CIFAS unfairly.backgroundIn August 2014 NatWest wrote to Ms B to say that it was going to close her account. Ms B complained but NatWest said it wouldn’t change its ... (1 page)View decision -
Decision Reference DRN-5065914
27 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5065914 The complaint Mr B complains that Barclays closed his account with immediate effect, and registered a Cifas marker against him, without due cause. He said Barclays also kept sending him bank cards he did not ask for and did not respond to him when he contacted them about thi... (4 pages)View decision -
Decision Reference DRN-4652094
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4652094 The complaint I, a limited company, has complained National Westminster Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, as well as closing their account. What happened Mr I has been the sole director of I since September 2022 and represents them in... (3 pages)View decision -
Decision Reference DRN-2241091
16 Jun 2021 Pepper Money Limited Not upheldMortgagesDRN-2241091 The complaint Mrs D complains that Pepper Money Limited recorded an entry about her on the CIFAS fraud prevention database, in connection with a mortgage application she made. What happened Mrs D applied to Pepper Money for a mortgage. She submitted various documents to support... (2 pages)View decision