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-6110487
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6110487 The complaint Mr S complains that Nationwide Building Society unfairly placed an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In October 2021, Mr S applied fo... (3 pages)View decision -
Decision Reference DRN-3252605
13 Jan 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3252605 The complaint Mr O has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr O sold a phone through an online marketplace. He says the buyer asked to pay him via a direct bank transfer rather ... (3 pages)View decision -
Decision Reference DRN-4619414
3 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4619414 The complaint Mr G complains that American Express Services Europe Limited (AESEL) (Amex) unfairly registered a marker about him at Cifas, the national fraud database. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN9524185
24 May 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc failed to upgrade his account when he asked it to do so. He also says that HSBC carried out searches on his credit file which have affected his ability to obtain credit. He wants HSBC to remove the searches and pay him compensati... (2 pages)View decision -
Decision Reference DRN-2445499
20 Feb 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2445499 The complaint Miss D complains that National Westminster Bank Plc are holding her liable for disputed transactions she didn’t make. And they’ve loaded a national fraud marker against her name. What happened On the 12 August 2019 an overdraft of £2,750 was applied for on Miss D’... (3 pages)View decision -
Decision Reference DRN-1928810
16 Oct 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1928810 The complaint Mr K complains that National Westminster Bank Plc has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr K opened an account with NatWest in August 2018. NatWest told Mr K it would be closing the account in September 2018. He later ... (3 pages)View decision -
Decision Reference DRN-2227746
2 Oct 2020 Metro Bank PLC UpheldBanking and PaymentsDRN-2227746 The complaint Mr L complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He’s also unhappy that Metro closed his accounts. He wants Metro to compensate him for the distress and inconvenience this caused. What hap... (4 pages)View decision -
Decision Reference DRN1729435
24 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMiss D complains that information Barclays Bank plc has recorded with CIFAS1 is causing her difficulty opening a new bank account.backgroundBarclays closed Miss D’s current account following suspicious activity. Miss D says she didn’t know how the activity took place, but that someone mus... (2 pages)View decision -
Decision Reference DRN-2468409
14 Jan 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2468409 The complaint Mr K complains that Barclays Bank UK PLC closed his account, recorded a marker at CIFAS the national fraud database and hasn’t responded to his requests for information. What happened Barclays wrote to Mr K in May 2019 to say that it would be closing his account w... (6 pages)View decision -
Decision Reference DRN-5622820
7 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5622820 The complaint Mr D complains Kroo Bank Ltd, recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly in what it did and how it approached things. What happened A summary of what happened is below. On 20 July 2024, se... (3 pages)View decision