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 DRN0954957
7 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr I complains that Barclays Bank UK PLC has reported information about him to CIFAS,the UK’s fraud alert service, and that the bank closed his account without explanation. He thinks this is unfair. backgroundMr I held an account with Barclays. On 12 August 2015, his account was credited w... (3 pages)View decision -
Decision Reference DRN-4021556
24 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4021556 The complaint Mr O complains that Santander UK Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Santander said that it decided to withdraw Mr O’s banking facilities in August 2021 following a review of his account. After hi... (3 pages)View decision -
Decision Reference DRN-5053051
1 Oct 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5053051 The complaint Mr M complains that Sainsbury’s Bank Plc unfairly recorded negative information (including a Cifas marker) against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the... (3 pages)View decision -
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-2403840
1 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2403840 The complaint Mr A complains that Barclays Bank UK PLC has closed his account and registered a marker at CIFAS the national fraud database. What happened Mr A says his bank account was put under review and then Barclays decided to close it. He says Barclays refused to give him ... (2 pages)View decision -
Decision Reference DRN-2254067
10 Nov 2020 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2254067 The complaint Mr A complains that Bank of Scotland plc trading as Halifax unfairly registered a marker at CIFAS, the national fraud database. What happened Mr A says he opened an account with Halifax in 2017 and it was closed a couple of months later. He didn’t know that a CIFA... (2 pages)View decision -
Decision Reference DRN5733769
1 Nov 2019 Santander UK Plc Not upheldBanking and creditMr N complains that Santander UK plc declined his application to open a basic bank account and recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. background Mr N wanted to open a basic bank account and made an application to Santander. Santander reviewed the a... (2 pages)View decision -
Decision Reference DRN-5631659
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5631659 The complaint Miss S complains The Co-operative Bank Plc unfairly closed her account following transactions were made on her account she didn’t recognise. Miss S says the application of a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker a... (4 pages)View decision -
Decision Reference DRN-3645161
12 Jan 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3645161 Complaint Mr M is unhappy with Sainsbury’s Bank Plc’s decision to close his credit card account without notice and to load a fraud marker against his name. Background This case turns on three different properties to which Mr M has a connection. I’ll refer to these as Addresses ... (3 pages)View decision -
Decision Reference DRN7798133
8 May 2018 Accord Mortgages Limited Not upheldBanking and creditMr F complains Accord Mortgages Limited was wrong to report him to the Credit Industry Fraud Avoidance System (CIFAS) following an unsuccessful mortgage application.backgroundMr F is unhappy that following an unsuccessful mortgage application in December 2015 Accord applied ... (2 pages)View decision