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 1668 results
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Decision Reference DRN-1880713
13 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1880713 The complaintMiss B complains that Barclays Bank UK PLC closed her account and recorded a CIFAS marker against her name. She says this had a huge impact on her life and she wants compensation, in particular for being out of work for two years. CIFAS is one of the UK’s fraud al... (2 pages)View decision -
Decision Reference DRN-3462098
28 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3462098 The complaint Mr A complains that Nationwide Building Society unfairly closed his account and lodged a fraud marker against him. What happened Nationwide received a report from another bank that indicated Mr A had received funds he wasn’t entitled to. Nationwide carried out a r... (2 pages)View decision -
Decision Reference DRN3818597
3 Dec 2018 TSB Bank plc Not upheldBanking and creditMr A’s unhappy about the information TSB Bank plc has recorded against him after he made an unsuccessful online application for a bank account.backgroundTSB said in its final response that Mr A made an online application for a bank account. He was asked to provide mo... (2 pages)View decision -
Decision Reference DRN-4003502
18 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4003502 The complaint Mr B complains that Bank of Scotland plc trading as Halifax wrongly added information about him to CIFAS, the national fraud database. What happened Mr B says he opened an account with Halifax. He was then told it would be closed but that Halifax hadn’t added any ... (2 pages)View decision -
Decision Reference DRN-3880191
17 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3880191 The complaint Mr U complains that NewDay Ltd trading as Aqua registered information about him at CIFAS, the national fraud database, and wouldn’t remove it. What happened Mr U explains that he applied for a credit card from NewDay in September 2021. His application was declined... (2 pages)View decision -
Decision Reference DRN1380299
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMr T is unhappy that National Westminster Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this had led to him having his bank account closed. And he wants NatWest to remove his CIFAS marker. backgroundMr T opened an account with NatWest in 2... (3 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN9564596
25 Nov 2019 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr R is unhappy that HSBC UK Bank Plc blocked access to his account and removed the available funds from it. He’s also unhappy that a Credit Industry Fraud Avoidance System (CIFAS) marker was recorded against his name. BackgroundMr R has been a HSBC customer since 29 May 2018. He ... (3 pages)View decision -
Decision Reference DRN-2781095
27 Apr 2021 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-2781095 The complaint Mr A complains that Mercedes-Benz Financial Services UK Limited (MBFS) registered a fraud prevention marker against him without due cause. What happened In January 2016, Mr A acquired a car through a hire purchase agreement with MBFS. Mr A says he then gave the ca... (3 pages)View decision -
Decision Reference DRN0118980
11 Jul 2017 Lloyds Bank PLC Not upheldBanking and creditMr H complains that his bank, Lloyds Bank PLC, filed an adverse report with Cifas and he wants it to be removed. This happened after he received £50,000 from someone he knows, from an account with another bank (bank A). Mr H was also unhappy that Lloyds closed his ac... (3 pages)View decision
