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-6081603
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6081603 The complaint Miss S complains Revolut Ltd wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (3 pages)View decision -
Decision Reference DRN-3386978
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3386978 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) closed his account and registered a Cifas marker against him without due cause. What happened In May and June 2020, four payments were made into Mr M’s Lloyds account totalling approximately £300. The funds were remov... (3 pages)View decision -
Decision Reference DRN-5582490
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582490 The complaint Mr G had an account with Nationwide Building Society. Nationwide loaded a marker about him with Cifas, the national fraud database. Mr G is unhappy with the Cifas loading. What happened I’m aware Mr G has made other complaints to our service. This decision will... (3 pages)View decision -
Decision Reference DRN-3377690
22 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3377690 The complaint Miss O complains that HSBC UK Bank Plc closed her account and registered a CIFAS marker. What happened Miss O says that HSBC closed her account in 2018. She only recently found out that a CIFAS marker had been added. This was when her account with another financia... (3 pages)View decision -
Decision Reference DRN6924437
15 Sep 2020 National Westminster Bank Plc UpheldBanking and creditMiss W complains National Westminster Bank Plc will not refund some disputed transactions. She also complains it did not treat her sympathetically in how it demanded she repay the overdrawn balance.Finally, she complains it unfairly placed a CIFAS fraud marker against her name.backgroundM... (3 pages)View decision -
Decision Reference DRN8736602
20 Feb 2020 Bank of Ireland (UK) Plc UpheldBanking and creditMr A complains that Bank of Ireland (UK) plc (BOI) incorrectly recorded adverse information against his name with CIFAS, one of the UK’s fraud alert services and this caused him a number of difficulties.background BOI recorded adverse information against Mr A’s name with CIFAS in the middl... (2 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision -
Decision Reference DRN2049045
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains that Bank of Scotland plc closed her current account and registered a fraud prevention marker against her without due cause.backgroundMs A in the director of B, a small business. In August Ms A got in touch with Bank of Scotland to notify them of a large payment due into the... (3 pages)View decision -
Decision Reference DRN-5877197
5 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5877197 The complaint Mr R and Miss T complain that Admiral Insurance (Gibraltar) Limited recorded a fraud marker against Miss T on the national fraud database (‘Cifas’). Reference to Admiral includes its agents. What happened In summary, it’s common ground that Mr R and Miss T bou... (4 pages)View decision -
Decision Reference DRN-1909767
11 Dec 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-1909767 The complaint Mr K complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly recorded a marker at CIFAS the national fraud database. What happened Mr K applied for a credit card from Tesco Bank which was declined. He complained that Tesco Bank had added the m... (2 pages)View decision