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
-
Decision Reference DRN8542439
4 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr T complains that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. CIFAS are the UK’s fraud prevention agency. backgroundMr T had an Under Nineteen’s Account, with a debit card. In November 2018 there were a number of payments into Mr T’s... (2 pages)View decision -
Decision Reference DRN-3597307
25 Nov 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3597307 The complaint Mr A is unhappy that Metro Bank PLC closed his account and loaded a fraud marker against his name. What happened Mr A discovered, after having trouble opening a bank account, that Metro had loaded a fraud marker against his name on the Cifas database in July 2018.... (3 pages)View decision -
Decision Reference DRN-2032600
11 Dec 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2032600 The complaint Mr B complains that Nationwide Building Society has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr B says he discovered that in 2016 Nationwide had registered a CIFAS marker. He says that he wasn’t involved in any fraudulent act... (3 pages)View decision -
Decision Reference DRN8613401
7 Jul 2017 Accord Mortgages Limited Not upheldBanking and creditMr and Mrs G complain that Accord Mortgages Limited unfairly put them on the Credit Industry Fraud Avoidance Scheme (“CIFAS”) database. They would like Accord to remove their names from that database.backgroundMr and Mrs G took out a residential mortgage on a self build... (2 pages)View decision -
Decision Reference DRN-5083444
25 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083444 The complaint Mr A has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In mid-2024 Mr A was told by Lloyds that they were initially blocking and then closing his account. They also lodged a fraud-rela... (2 pages)View decision -
Decision Reference DRN-5523092
20 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5523092 The complaint Mr M has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2024 Mr M got in touch with Halifax as he’d found there was a CIFAS marker on his record and asked t... (2 pages)View decision -
Decision Reference DRN-5769615
27 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5769615 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. He o... (2 pages)View decision -
Decision Reference DRN-3458014
19 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3458014 The complaint Ms S complained because Santander UK plc closed her account and recorded a marker against her name with the anti-fraud organisation CIFAS. What happened On 8 September 2020, Santander blocked Miss S’s accounts and wrote asking her to get in touch. Miss S rang, and... (4 pages)View decision -
Decision Reference DRN-5407311
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5407311 The complaint Mr B complains Kroo Bank Ltd (“Kroo”) incorrectly applied a fraud marker against him and closed his account. Mr B says Kroo’s actions have caused him significant distress, financial hardship, and inconvenience. To put things right, Mr B wants the marker removed... (3 pages)View decision -
Decision Reference DRN-2840707
18 Jun 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2840707 The complaint E complains Santander UK Plc closed its business account and recorded a marker with CIFAs. It asks for the marker to be removed and compensation for its losses. What happened Mr O is the director of E, a limited company, and brings this complaint on its behalf. E ... (3 pages)View decision