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-4285393
16 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4285393 The complaint Mr D complains that Barclays Bank UK PLC placed an adverse fraud marker against his name unfairly. What happened As both parties are familiar with the circumstances of this complaint, I’ve only summarised them briefly below. Mr D held a bank account with Barclays.... (3 pages)View decision -
Decision Reference DRN-5824599
31 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5824599 The complaint X complains that National Westminster Bank Public Limited closed his account without notice and lodged a fraud-related marker on the industry database CIFAS in his name. What happened X had a current account with NatWest. In May 2025, NatWest decided to revie... (3 pages)View decision -
Decision Reference DRN2914005
10 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr R feels that Lloyds Bank Plc (“Lloyds”) has treated him unfairly regarding transactions on his account, closing his account and applying a CIFAS marker to his credit file.backgroundMr R had an account with Lloyds from January 2015 and when it was closed in Septemb... (3 pages)View decision -
Decision Reference DRN-4818095
26 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4818095 The complaint Miss A has complained Clydesdale Bank plc, trading as Virgin Money, added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened Miss A held an account with another bank. She was told this account was being closed as they’d disc... (3 pages)View decision -
Decision Reference DRN-3068151
29 Sep 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-3068151 The complaint Mr F is unhappy that Metro Bank PLC closed his account and placed a fraud marker against his name. What happened Mr F says that in June 2020 he brokered a car for a third-party through a rental company he had a pre-existing relationship with. The third-party wasn’... (6 pages)View decision -
Decision Reference DRN-5602152
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602152 The complaint Mr C complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 12 October 2024, Mr C received two payments totalling £140 into his Monzo account. On the same day, Monzo receive... (2 pages)View decision -
Decision Reference DRN-5984856
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5984856 The complaint Miss P complains HSBC UK Bank Plc has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Miss P discovered HSBC had registered two Cifas markers in May 2025, after having trouble opening accounts elsew... (3 pages)View decision -
Decision Reference DRN-2869557
14 Nov 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2869557 The complaint Mr W complains about an entry Nationwide Building Society (“Nationwide”) made on his credit file. What happened Mr W applied online to open a savings account with Nationwide. Mr W then discovered a note on his credit file saying ‘Victim of Impersonation’ so he com... (2 pages)View decision -
Decision Reference DRN-1512172
19 May 2020 U K Insurance Limited Not upheldInsuranceDRN-1512172 The complaintMr S complains that UK Insurance Limited (UKI) made a fraud report in relation to an insurance claim which has prevented him from accessing credit. He want’s it removed. What happenedOn 2 February 2016 Mr S made a claim under his landlord insurance policy with UKI.... (3 pages)View decision -
Decision Reference DRN-2456040
18 Jan 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2456040 The complaint Mr K complains that The Co-operative Bank Plc has unfairly registered a marker at CIFAS the national fraud database. What happened Mr K contacted The Co-op in December 2018 to say that he didn’t recognise three payments made using his debit card in October 2018. T... (3 pages)View decision