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-3035146
7 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3035146 The complaint Mr P complains that HSBC UK Bank Plc won’t refund him for transactions on his account which he didn’t authorise. HSBC registered his details with CIFAS the UK’s fraud alert service. He wants the funds refunded and the CIFAS marker removed. His complaint is brought... (6 pages)View decision -
Decision Reference DRN-2368076
1 Dec 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2368076 The complaint Mr M complains that Barclays Bank UK PLC has unfairly recorded a marker at CIFAS the national fraud database. What happened Barclays received a report that fraudulent funds had been paid into Mr M’s account in December 2018. Following a review, it wrote to Mr M on... (3 pages)View decision -
Decision Reference DRN-5152550
11 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5152550 The complaint Mr O has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr O was told by Kroo that they had restricted his use of his account after they reviewed his account. In November they the... (2 pages)View decision -
Decision Reference DRN-2446983
16 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2446983 The complaint Miss A complains that Santander UK Plc closed her account and added a marker at CIFAS, the national fraud database. What happened Miss A says that she was contacted by Santander in April 2019 about money she received into her account. She says that this was the re... (3 pages)View decision -
Decision Reference DRN-5025319
29 Oct 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5025319 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was told by Kroo that they had restricted her use of her account. In January they then closed her account. A coupl... (2 pages)View decision -
Decision Reference DRN-3476320
19 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3476320 The complaint Mr O is a sole trader. He complains that Santander UK PLC unfairly declined his Bounce Back Loan application and closed his accounts without notice or explanation. What happened Mr O banked with Santander, holding four accounts. Mr O applied to Santander for a Bou... (5 pages)View decision -
Decision Reference DRN-3861198
12 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3861198 The complaint Mr D complains that Santander UK Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says that the marker is affecting his ability to open a bank account elsewhere and he knows nothing about any fraudulent money... (3 pages)View decision -
Decision Reference DRN-4855130
11 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4855130 The complaint Mr D has complained National Westminster Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2020 Mr D was told by NatWest that they were closing his account. In 2024 Mr D complained and asked NatWest to r... (1 page)View decision -
Decision Reference DRN8873212
5 Aug 2016 Barclays Bank Plc Not upheldBanking and creditMr M complains that Barclays Bank PLC closed his account without notice, and recorded his details on the Credit Industry Fraud Avoidance System (CIFAS). backgroundIn 2014, Barclays closed Mr M’s current account. It didn’t give him any notice, but sent him a letter to e... (2 pages)View decision -
Decision Reference DRN-4692250
15 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4692250 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr A was told by Metro that they were closing his account. They also lodged a fraud- related marker on his record with CIFAS.... (2 pages)View decision