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-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN8148315
13 Feb 2017 Lloyds Bank PLC Not upheldBanking and creditMr D complains that Lloyds Bank plc has closed his bank account and has recorded information about fraud on the account with Cifas. He is being helped with his complaint by his parents. backgroundMr D says that he opened an account with Lloyds in early 2016. Lloyds ... (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 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 DRN9347822
30 Mar 2019 TSB Bank plc UpheldBanking and creditMr J complains that when his application for a current account with TSB Bank plc (TSB) was declined an incorrect marker was put on his credit file which has caused him problems. He wants the marker removed.backgroundThe background to this complaint, and my initial co... (5 pages)View decision -
Decision Reference DRN8882308
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr D complains that Barclays Bank UK plc won’t refund money that was taken from his account without his knowledge or consent. He’s also unhappy that Barclays closed his account and registered his details with CIFAS, the UK’s fraud alert service. He wants the CIFAS marker removed.Mr D is be... (3 pages)View decision -
Decision Reference DRN-4942207
9 Sep 2024 Charter Court Financial Services Limited Not upheldMortgagesDRN-4942207 The complaint Mr A complains that Charter Court Financial Services Limited trading as Precise Mortgages unfairly recorded a marker against him with CIFAS, a fraud prevention agency, following a mortgage application. What happened In 2023 Mr A applied for a mortgage with Prec... (2 pages)View decision -
Decision Reference DRN3710022
19 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr S complained about conflicting information which Nationwide Building Society gave him. This related to his credit card, and an anti-fraud marker (CIFAS) which had been recorded. backgroundIn 2014, Nationwide put a CIFAS marker on Mr S’s credit file. This related to ... (3 pages)View decision -
Decision Reference DRN-3377690
22 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3377690 The complaint Miss O complains that HSBC UK Bank Plc closed her account and registered a CIFAS marker. What happened Miss O says that HSBC closed her account in 2018. She only recently found out that a CIFAS marker had been added. This was when her account with another financia... (3 pages)View decision
