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 1918 results
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Decision Reference DRN5263239
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc has registered a marker on the database at CIFAS the UK’s fraud prevention service.backgroundMr B says that he had not been using his bank account with NatWest. He kept his debit card and his PIN in his wallet and he’d lost this in March or... (3 pages)View decision -
Decision Reference DRN-6031138
18 Dec 2025 Leeds Building Society UpheldMortgagesDRN-6031138 The complaint Mr O complains that Leeds Building Society (LBS) recorded a fraud marker about him with Cifas, a fraud prevention database, in connection with a mortgage application. What happened In 2024 Mr O applied through a broker for a mortgage with LBS. LBS made a mortga... (4 pages)View decision -
Decision Reference DRN0078318
26 Mar 2018 Barclays Bank Plc UpheldBanking and creditMr B complains that Barclays Bank Plc wrongly placed a record against his name on the Credit Industry Fraud Avoidance Scheme (CIFAS) database.backgroundMr B had an account with Barclays bank. In June 2017 Mr B went to withdraw money from a cash machine and the machine ... (2 pages)View decision -
Decision Reference DRN-5955961
19 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5955961 The complaint Mr J has complained Lloyds Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr J historically had held personal and loan accounts with Lloyds. In 2020 he’d opened a number of different-named business accou... (2 pages)View decision -
Decision Reference DRN-3658933
6 Mar 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-3658933 The complaint Mr R complains that American Express Services Europe Limited registered a Cifas marker against him without due cause. What happened In June 2019 Mr R was approved for a credit card account with American Express. The account required him to repay any outstanding ba... (3 pages)View decision -
Decision Reference DRN-4332292
6 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4332292 The complaint Mr S complains Nationwide Building Society blocked and later closed his accounts. He’s unhappy with how he’s been treated by Nationwide and would like compensation. What happened The facts which led to Mr S bringing this complaint to our service are well known to ... (5 pages)View decision -
Decision Reference DRN-5373692
31 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373692 The complaint Mr A complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN9894789
10 Jan 2018 Aldermore Bank Plc Not upheldBanking and creditMr S complains that Aldermore Bank Plc placed a marker on the Credit Industry Fraud Avoidance System (CIFAS) against him. This was following an application for a mortgage he completed on behalf of ‘T’ a company that he was a director of at the time.Mr S would like ... (2 pages)View decision -
Decision Reference DRN6177284
10 Jul 2020 Tesco Personal Finance PLC UpheldBanking and creditComplaintMrs P has complained that Tesco Personal Finance PLC registered two CIFAS markers against her name and refuses to remove them.BackgroundMrs P was a Tesco Bank customer. In August 2017, she applied for a new saver account. As part of its checks, Tesco discovered that her contact de... (3 pages)View decision -
Decision Reference DRN9948075
22 May 2020 Coventry Building Society Not upheldBanking and creditMr S complains that Coventry Building Society (CBS) registered a marker about him at CIFAS the national fraud database.backgroundMr S says he has discovered that CBS had added the marker in December 2014 when it closed his accounts. He says that it shouldn’t have done so, hadn’t told him a... (2 pages)View decision