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-5256153
17 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5256153 The complaint Mr A complains that Lloyds Bank PLC unfairly registered a CIFAS marker against his name and won’t remove it. CIFAS is the UK’s main fraud alert service. What happened In April 2024 Mr A opened a number of accounts with Lloyds. On 21 June 2024 he received a paym... (2 pages)View decision -
Decision Reference DRN-1984353
15 Sep 2020 FCE Bank Plc Not upheldConsumer CreditDRN-1984353The complaintMr S complains that FCE Bank Plc trading as Ford Credit has unfairly registered a fraud marker at CIFAS, the national fraud database. What happenedMr S made an application for credit to finance the purchase of a vehicle in July 2018. His application was declined. He... (2 pages)View decision -
Decision Reference DRN-4064530
4 Apr 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4064530 The complaint Mr K has complained that The Royal Bank of Scotland Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2018, Mr K received over £600,000 from his workplace, which was reported as being from inception fraud. Mr K tried to sp... (3 pages)View decision -
Decision Reference DRN-3093145
18 Nov 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-3093145 The complaint Mr B has complained that Metro Bank PLC registered a marker against him at CIFAS, the national fraud database. What happened In 2017, Mr B raised a dispute for a number of transactions he wasn’t sure he recognised, totalling £627.48. Metro temporarily credited thi... (3 pages)View decision -
Decision Reference DRN-5032812
4 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5032812 The complaint Miss E has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss E was told by Aqua that they were closing her account. They also lodged a fraud-related marker on her... (3 pages)View decision -
Decision Reference DRN9973361
9 Jun 2020 Metro Bank PLC UpheldBanking and creditMiss E has complained Metro Bank PLC closed her account without notice and placed a fraud-related marker on her record.backgroundMiss E opened a current account with Metro in 2017. Around the time of her A level results, Miss E was staying with friends and enjoying a release from study for... (3 pages)View decision -
Decision Reference DRN-2349871
23 Dec 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2349871 The complaint Mr K complains on behalf of his business H, that HSBC UK Bank Plc unfairly restricted H’s account and loaded a fraud marker on H’s record with Cifas. What happened Mr K is the sole director of H. H had a business account with HSBC. On the 19 September 2019 a cheq... (4 pages)View decision -
Decision Reference DRN5511254
28 May 2020 FirstRand Bank Limited UpheldBanking and creditMr P complains FirstRand Bank Limited unfairly recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. FirstRand Bank operates in this case under its Motonovo Finance brand. background In June 2015 Motonovo Finance agreed to provide a car under a hire purchase ar... (3 pages)View decision -
Decision Reference DRN-6046885
26 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6046885 The complaint Mr A has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A had opened an account with Revolut in September 2023. He discovered in 2025 that as well as closing his account, Revolut had lod... (3 pages)View decision -
Decision Reference DRN-4763619
25 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4763619 The complaint Mr S 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 2021 Mr S was told by Halifax that they were closing his account. They also lodged a fraud-related mark... (3 pages)View decision