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 DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision -
Decision Reference DRN-2009541
21 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr S complains Barclays Bank UK PLC has unfairly closed his business account and recorded a CIFAS marker against him. He would like his account to be re-instated, the marker to be removed, a full investigation and to be compensated. He brings this complaint on behalf of his b... (3 pages)View decision -
Decision Reference DRN7649206
28 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr G has complained that HSBC UK Bank plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr G has had accounts with HSBC for a number of years. In May 2018 he received a payment of £2,000 into his current account from a Halifax account. Halifax c... (2 pages)View decision -
Decision Reference DRN-4565707
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4565707 The complaint Miss H has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss H was told by Barclays that they were closing her account after they’d blocked her usage. They also lodged a fra... (2 pages)View decision -
Decision Reference DRN-2417795
6 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2417795 The complaint Mr B complains that Capital One (Europe) plc allowed a fraudster to access his account and amend the phone number. What happened Capital One says it received a call on 3 September 2019 from someone who had Mr B’s personal information. The caller was able to provid... (2 pages)View decision -
Decision Reference DRN-4901591
3 Oct 2024 Pockit Limited UpheldBanking and PaymentsDRN-4901591 The complaint Miss L has complained Pockit Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss L opened an account with Pockit but didn’t really used it. She had a friend to stay who also had a Pockit account a... (2 pages)View decision -
Decision Reference DRN-2775367
24 Jun 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2775367 The complaint Miss P complains Santander UK Plc (“Santander”) closed her account, and then unfairly applied an adverse fraud marker against her. Miss P is represented by her mother. Where possible, and to keep things simple, I will refer to Miss P in my decision. What happened ... (5 pages)View decision -
Decision Reference DRN-4904331
8 Aug 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4904331 The complaint Mr J has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr J opened a gold credit card with Amex. A year later, he opened a business card account for hi... (2 pages)View decision -
Decision Reference DRN5638089
15 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr L complains that Lloyds Bank Plc have recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency.backgroundIn June 2018 Mr L’s account was credited with £5,750 from a third party. This money was paid out of Mr L’s account within a day of being received. Lloyds r... (2 pages)View decision -
Decision Reference DRN-1953962
6 Aug 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1953962 The complaintE, a company, complains that National Westminster Bank Plc registered a CIFAS marker against it and closed its accounts. E is represented by its director, Mr P. CIFAS is the UK's fraud alert service. What happenedE held a business reserve account and a busines... (2 pages)View decision