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-5206079
17 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5206079 The complaint Mr W complains that Barclays Bank UK PLC unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr W had a savings account with Barclays. Mr W has explained that he acts as a middleman buying and selling airline tickets to ... (4 pages)View decision -
Decision Reference DRN-5707938
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5707938 The complaint Mr P complains HSBC UK Bank Plc treated him unfairly when it recorded a false application marker with Cifas (a fraud database). He’d like HSBC to delete the entry against him. What happened Mr P applied for an account with HSBC in February 2021, but after the b... (2 pages)View decision -
Decision Reference DRN-4122423
16 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4122423 Complaint Mr S is unhappy with Santander UK Plc’s decision to close his account. Background Mr S had an account with Santander. In November 2022, he applied for an ISA. His application was subject to checks and Santander discovered fraud markers had been recorded against his na... (2 pages)View decision -
Decision Reference DRN1376648
3 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC wrongly notified the credit agencies when he was the victim of identity theft in 2015.backgroundMr C says he was the victim of identity fraud in 2015 when accounts were fraudulently opened at several banks by someone else. One of ... (2 pages)View decision -
Decision Reference DRN-4090771
11 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4090771 The complaint Mrs V has complained Lloyds Bank PLC closed her accounts and added a fraud-related marker to her record. What happened In 2022 Mrs V discovered Lloyds – who’d closed her personal accounts – had added a fraud-related marker to the industry database, CIFAS, for misu... (2 pages)View decision -
Decision Reference DRN2625383
30 Jan 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains that U K Insurance Limited won’t remove information it’s recorded on the CIFAS database following fraudulent payment of an insurance premium. He says a relative made the payment on his behalf. Mr B says he didn’t know a stolen card would be used, and that it’s unf... (2 pages)View decision -
Decision Reference DRN6552444
3 Oct 2017 Bank of Scotland Plc Not upheldBanking and creditMr C complains that Bank of Scotland plc, trading as “Halifax”, wrongly notified the credit agencies when he was the victim of identity theft in 2015.backgroundMr C says he was the victim of identity fraud in 2015 when accounts were fraudulently opened at several b... (2 pages)View decision -
Decision Reference DRN6631453
3 Apr 2017 Metro Bank PLC Not upheldBanking and creditMr O complains about a CIFAS marker which Metro Bank PLC has recorded against him.backgroundWhen Mr O’s account with Metro was compromised, Metro investigated the matter. The account had been opened a few months prior to the receipt of some fraudulent funds. The fund... (1 page)View decision -
Decision Reference DRN-5334764
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5334764 The complaint Miss R complains that Barclays Bank UK PLC unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss R had an account with Barclays. In December 2019, Barclays closed Miss R’s account. They’d been made aware her account had r... (4 pages)View decision -
Decision Reference DRN-5436373
1 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5436373 The complaint Mr O complains that Santander UK Plc (“Santander”) unfairly lodged a marker against him with a fraud prevention agency and racially profiled him whilst visiting a branch. What happened Mr O explained that towards the end of 2020, he was sent £200. In early 2021... (5 pages)View decision