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 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 -
Decision Reference DRN3180837
12 Mar 2015 TD Asset Administration UK Limited Not upheldInvestment and pensionsMr L’s complained that NatWest Stockbrokers Ltd (“NWS”) unfairly registered details about him with CIFAS. This was after he attempted to open an account with NWS in 2012. To settle his complaint, he would like the CIFAS entry removed.background In 2005 Mr L was successful in opening an... (2 pages)View decision -
Decision Reference DRN-5977286
26 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5977286 The complaint Miss L is unhappy that Capital One (Europe) plc declined her credit card account applications and added CIFAS markers to her credit file that were visible to other lenders. Miss L is supported in her complaint by her authorised representative, her husband, whom... (3 pages)View decision -
Decision Reference DRN6319941
24 Apr 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr W complains National Westminster Bank Plc unfairly closed his account and held on to funds it shouldn’t have. He also says NatWest shouldn’t have registered a marker against him with the Credit Industry Fraud Avoidance System (CIFAs). He wants NatWest to reinstate his account, ... (4 pages)View decision -
Decision Reference DRN7039852
11 Jun 2020 Metro Bank PLC Not upheldBanking and creditMr S’s complaint against Metro Bank PLC (Metro) is that it’s recorded a fraud prevention marker (CIFAS) against his name, and he can’t open a new account.backgroundIn 2016, Mr S opened an account with Metro. In August 2017, fraudulent funds were received into this account, and then transfe... (2 pages)View decision -
Decision Reference DRN-2579383
22 Feb 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-2579383 The complaint Miss W complains that Metro Bank PLC (“Metro”) registered a fraud prevention marker against her without due cause. What happened In June 2015, Miss W received two payments into her account totalling approximately £240. After each payment there was a cash withdrawa... (3 pages)View decision -
Decision Reference DRN-5137265
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5137265 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was asked by a friend if they’d open an account with Kroo and allow them to use it. Miss M was only 18 and didn’t ... (3 pages)View decision -
Decision Reference DRN-1412106
30 Mar 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1412106 The complaintMiss K’s complaint is about the information recorded about her.The details of this complaint are well known to both parties, so I will not repeat them again here. Instead I will focus on giving the reasons for my decision. My findingsI’ve considered all the availab... (1 page)View decision -
Decision Reference DRN4890200
15 Feb 2017 The Co-operative Bank Plc Not upheldBanking and creditMr C complains that the Co-operative Bank Plc has unfairly recorded a CIFAS marker against him. He would like this to be removed.backgroundMr C deposited a cheque into his Co-Op account and then withdrew the funds when they showed on his balance. He said he did no... (1 page)View decision -
Decision Reference DRN-3295127
11 Feb 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3295127 The complaint Mr A complains N26 Bank GmbH unfairly recorded a CIFAs marker against him. He wants the marker removed. What happened Mr A held an account with N26. N26 received multiple fraud reports from third parties about payments that were paid into the account in early 2020... (3 pages)View decision