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 1668 results
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Decision Reference DRN-2564246
3 Jun 2021 Interactive Investor Services Limited Not upheldBanking and PaymentsDRN-2564246 The complaint Mr R complains that Interactive Investor Services Limited registered a fraud prevention marker against him without notification or due cause. What happened The facts of this case are well known to both parties so I’m only going to summarise events here: Mr R says... (3 pages)View decision -
Decision Reference DRN-5301232
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5301232 The complaint Mr T complains that Barclays Bank UK PLC unfairly loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around March last year, Barclays contacted Mr T to ask him about a payment of £350 received into his account. Barcla... (2 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 DRN-2422234
18 Feb 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2422234 The complaint Mr G complains that Lloyds Bank PLC closed his accounts even though he explained he had been the victim of fraud. What happened In May 2020 Lloyds wrote to Mr G and said that it would be closing his accounts after 65 days. He complained and said that a marker on t... (2 pages)View decision -
Decision Reference DRN-1655371
11 Mar 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-1655371 The complaint Mr U complains that Capital One (Europe) PLC (Capital One) incorrectly applied a CIFAS marker to him, which caused him to suffer financial hardship. What happened Mr U applied for a credit card with Capital One. He didn’t hear back from the application, so applied... (2 pages)View decision -
Decision Reference DRN-4197131
19 Jun 2023 N26 Bank GmbH Not upheldBanking and PaymentsDRN-4197131 The complaint Mr K complains that N26 Bank GmbH (“N26”) wrongly registered a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. What happened N26 is an online and mobile bank which operated in the UK between 2013 and 2020. In December 2018 N26 opened an accou... (2 pages)View decision -
Decision Reference DRN-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (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 DRN-2190344
10 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2190344 The complaint Mr K has complained Barclays Bank UK PLC has placed a marker about the misuse of his account facility on his record. He doesn’t believe he did anything to cause this. What happened Mr K had an account with Barclays which was closed on 8 April 2016. In 2019 he went... (2 pages)View decision -
Decision Reference DRN5348177
28 Feb 2020 Nationwide Building Society Not upheldBanking and creditComplaintMr Q complains that Nationwide Building Society closed his account and recorded a CIFAS marker against his name. He says this meant he couldn’t work because he couldn’t open a bank account. CIFAS is one of the UK’s fraud alert services.BackgroundNationwide closed Mr Q’s account in... (2 pages)View decision
