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-3975372
22 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3975372 The complaint Mr H complains that National Westminster Bank Plc unfairly closed his account and lodged a fraud marker against him. What happened Mr H was selling items through several online marketplaces and NatWest received a report from another bank that Mr H’s account had re... (3 pages)View decision -
Decision Reference DRN8492037
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains, in her capacity as director of business B, that Bank of Scotland plc closed the business account and registered a fraud prevention marker against B without due cause.backgroundMs A is the director of B, a small business. In August 2018 she contacted Bank of Scotland to tell... (3 pages)View decision -
Decision Reference DRN-2423357
14 Jan 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-2423357 The complaint Mr W complains that Tesco Personal Finance PLC has registered a marker at CIFAS, the national fraud database. What happened Mr W had an account with Tesco which was closed in 2018. He found out that Tesco had registered the marker and through a representative comp... (4 pages)View decision -
Decision Reference DRN4541080
20 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMiss U has complained Barclays Bank UK PLC closed her accounts and placed a fraud marker on her record.backgroundMiss U brought her complaint to the ombudsman service after Barclays had closed her accounts and lodged a CIFAS marker against her name. They told her they’d closed her accounts... (3 pages)View decision -
Decision Reference DRN8718014
23 Jan 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains The Royal Bank of Scotland Plc won’t remove information it passed to the Credit Industry Fraud Avoidance System (“CIFAS”). And this is now affecting his ability to obtain credit.backgroundMr U had an account with RBS. In March 2016, just under £8,000 was... (2 pages)View decision -
Decision Reference DRN-2595665
15 Feb 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2595665 The complaint Mr A complains that Santander UK Plc unfairly blocked and then closed his personal and business bank accounts without good reason. What happened I issued my provisional decision of 21 January 2021, which forms part of this final decision. In my provisional decisio... (4 pages)View decision -
Decision Reference DRN-2900243
29 Jun 2021 Starling Bank Limited UpheldBanking and PaymentsDRN-2900243 The complaint Mr G complains that Starling Bank Limited treated him unfairly when he applied for an account with it. What happened I issued my provisional decision on this complaint on 9 June 2021. I’ve set this out below. These were my provisional conclusions, subject to any ... (3 pages)View decision -
Decision Reference DRN-6113927
10 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6113927 The complaint Mr F has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, and then provided inadequate compensation after they agreed to remove the marker. What happened Mr F opened an account with HSBC in February 2... (2 pages)View decision -
Decision Reference DRN-2794931
1 Jun 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2794931 The complaint Miss K complains that Lloyds Bank PLC has registered a marker at CIFAS, the national fraud database and closed her account. What happened Miss K says that the marker hadn’t been added fairly and this has caused her difficulties with her account at a different fina... (2 pages)View decision -
Decision Reference DRN-5176970
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5176970 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. She initially expected to use this to send money overseas but didn’t actually use the... (2 pages)View decision