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 2048 results
-
Decision Reference DRN-5758367
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5758367 The complaint Mr J complains about the actions of National Westminster Bank Public Limited (NatWest) following a Cifas marker being applied to his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief over... (3 pages)View decision -
Decision Reference DRN-5541039
23 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5541039 The complaint Miss W complains TSB Bank plc unfairly closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to bot... (3 pages)View decision -
Decision Reference DRN-4488921
12 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4488921 The complaint Miss A that Metro Bank PLC recorded information about her with the fraud database, Cifas. What happened Miss A had an account with Metro. On 18 October 2022, Miss A received a payment of £160,000 into her personal account. The following day, Miss A visited a metro... (3 pages)View decision -
Decision Reference DRN6924437
15 Sep 2020 National Westminster Bank Plc UpheldBanking and creditMiss W complains National Westminster Bank Plc will not refund some disputed transactions. She also complains it did not treat her sympathetically in how it demanded she repay the overdrawn balance.Finally, she complains it unfairly placed a CIFAS fraud marker against her name.backgroundM... (3 pages)View decision -
Decision Reference DRN3964011
20 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr R feels he’s been unfairly treated by Barclays Bank Plc as it placed a CIFAS marker on his account in 2013 after closing his account with no notice.backgroundBarclays closed Mr R’s account in 2013 and placed a marker on CIFAS relating to Mr R. It said it close... (2 pages)View decision -
Decision Reference DRN8736602
20 Feb 2020 Bank of Ireland (UK) Plc UpheldBanking and creditMr A complains that Bank of Ireland (UK) plc (BOI) incorrectly recorded adverse information against his name with CIFAS, one of the UK’s fraud alert services and this caused him a number of difficulties.background BOI recorded adverse information against Mr A’s name with CIFAS in the middl... (2 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision -
Decision Reference DRN6514107
12 Oct 2020 Santander UK Plc Not upheldBanking and creditMrs O complains that Santander UK Plc blocked and then closed her account, and loaded a Cifas marker onto her account. background In late 2018 Mrs O received a five-figure sum from a third party. This triggered an internal review of her account. The result was that her account was blocked.... (2 pages)View decision -
Decision Reference DRN-3352042
23 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3352042 The complaint Mr S complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database, after closing his account. What happened Mr S says that his account was closed in October 2020 after Barclays had told him it was being investigated. He later found... (3 pages)View decision -
Decision Reference DRN2049045
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains that Bank of Scotland plc closed her current account and registered a fraud prevention marker against her without due cause.backgroundMs A in the director of B, a small business. In August Ms A got in touch with Bank of Scotland to notify them of a large payment due into the... (3 pages)View decision