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 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 backgroundIn April 2016 money was paid into Miss W’s account and subsequently withdrawn.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 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 DRN-2036696
15 Sep 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2036696The complaintMiss B complains that Metro Bank PLC has registered a marker at CIFAS, the national fraud database. What happenedMiss B had an account with Metro Bank. It told her in January 2019 that it was closing it. She later found it had registered the marker and complained. M... (3 pages)View decision -
Decision Reference DRN2813645
24 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains that The Royal Bank of Scotland Plc wrongly closed his account, denied him access to his money and recorded adverse entries with CIFAS and in his credit file. He’s been represented by his father.backgroundIn July 2017 a credit of £3,000 was paid into Mr U’s account with RBS.... (2 pages)View decision -
Decision Reference DRN-1947113
6 Nov 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1947113 The complaint Mr A has complained that Barclays Bank UK PLC has recorded a CIFAS marker against him, which he feels is unfair. He’d like the marker to be removed. What happened Mr A had a large sum credited into his Barclays account. The sending bank confirmed that this payment... (3 pages)View decision -
Decision Reference DRN-6166928
20 Feb 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6166928 The complaint Ms D complains that HSBC UK Bank Plc reported her to CIFAS, a fraud prevention database, in connection with a mortgage application. What happened In 2023 Ms D applied for a mortgage with HSBC. HSBC declined the application and reported Ms D to CIFAS, based on a... (6 pages)View decision -
Decision Reference DRN-5951161
17 Nov 2025 Spring Financial Group Limited Not upheldMortgagesDRN-5951161 The complaint Mr B complains that Spring Financial Group Limited trading as MPowered Mortgages reported him to a fraud prevention database in connection with a mortgage application. What happened Mr B applied to MPowered for a mortgage, via a broker. He submitted various doc... (5 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