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-5226965
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5226965 The complaint Mr A complains Nationwide Building Society unfairly closed his newly opened accounts without any notice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (3 pages)View decision -
Decision Reference DRN-2623744
24 Feb 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2623744 The complaint Mr B complained because Nationwide Building Society: - recorded a marker against his name on the CIFAS anti-fraud database; - closed his newly-opened accounts without notice; - required him to provide photographic ID when he’d already taken it to a branch which ha... (7 pages)View decision -
Decision Reference DRN3719271
27 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr F complains that Lloyds Bank plc closed his bank account and placed a CIFAS markeragainst his name. CIFAS is the UK’s fraud alert service.backgroundIn November 2017 Lloyds received notification from another bank that it was trying to makea payment of more than £4,700 to Mr F’s account. ... (2 pages)View decision -
Decision Reference DRN-2190344
10 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2190344 The complaint Mr K has complained Barclays Bank UK PLC has placed a marker about the misuse of his account facility on his record. He doesn’t believe he did anything to cause this. What happened Mr K had an account with Barclays which was closed on 8 April 2016. In 2019 he went... (2 pages)View decision -
Decision Reference DRN-3462098
28 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3462098 The complaint Mr A complains that Nationwide Building Society unfairly closed his account and lodged a fraud marker against him. What happened Nationwide received a report from another bank that indicated Mr A had received funds he wasn’t entitled to. Nationwide carried out a r... (2 pages)View decision -
Decision Reference DRN-4845058
9 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845058 The complaint I have reviewed the information provided in this case and I have decided not to uphold Mr D’s complaint. Mr D complains that Monzo Bank Ltd added his name to the CIFAS fraud database. He says this has impacted him emotionally and financially, as other banks ha... (3 pages)View decision -
Decision Reference DRN5348177
28 Feb 2020 Nationwide Building Society Not upheldBanking and creditComplaintMr Q complains that Nationwide Building Society closed his account and recorded a CIFAS marker against his name. He says this meant he couldn’t work because he couldn’t open a bank account. CIFAS is one of the UK’s fraud alert services.BackgroundNationwide closed Mr Q’s account in... (2 pages)View decision -
Decision Reference DRN-3880191
17 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3880191 The complaint Mr U complains that NewDay Ltd trading as Aqua registered information about him at CIFAS, the national fraud database, and wouldn’t remove it. What happened Mr U explains that he applied for a credit card from NewDay in September 2021. His application was declined... (2 pages)View decision -
Decision Reference DRN-4003502
18 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4003502 The complaint Mr B complains that Bank of Scotland plc trading as Halifax wrongly added information about him to CIFAS, the national fraud database. What happened Mr B says he opened an account with Halifax. He was then told it would be closed but that Halifax hadn’t added any ... (2 pages)View decision -
Decision Reference DRN8148315
13 Feb 2017 Lloyds Bank PLC Not upheldBanking and creditMr D complains that Lloyds Bank plc has closed his bank account and has recorded information about fraud on the account with Cifas. He is being helped with his complaint by his parents. backgroundMr D says that he opened an account with Lloyds in early 2016. Lloyds ... (2 pages)View decision