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 DRN7145248
27 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr H complains that Lloyds Bank plc recorded a CIFAS marker against his name. He says this meant he couldn’t open a bank account and he lost his job. CIFAS is one of the UK’s fraud alert services.BackgroundOn 10 March 2017, Mr H’s account was credited with £1,200. On the same day,... (3 pages)View decision -
Decision Reference DRN7322707
19 Jun 2015 Capital One (Europe) plc Not upheldBanking and creditMr Y complains that Capital One (Europe) plc has registered a ‘CIFAS’ entry against his credit file. He wants it removed. CIFAS is the national fraud prevention agency.our initial conclusionsCapital One offered to remove the CIFAS entry. It said it would need to see Mr Y’s passp... (2 pages)View decision -
Decision Reference DRN5025028
13 Aug 2019 TSB Bank plc UpheldBanking and creditMr T complains that TSB Bank plc placed two Credit Industry Fraud Avoidance System (CIFAS) markers against his name. He says this has stopped him from being able to open a bank account. He wants TSB to remove the markers. backgroundPrior to October 2015 Mr T made a number of online applica... (3 pages)View decision -
Decision Reference DRN-5496489
2 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5496489 The complaint Mr K is unhappy TSB Bank plc blocked and then closed his account without any notice and recorded a CIFAS marker against him. What happened TSB received a report of fraud on Mr K’s account on 10 October 2024 and the account was blocked whilst TSB investigated. ... (3 pages)View decision -
Decision Reference DRN-4342016
16 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4342016 The complaint Mr O’s complaint is about a CIFAS marker being placed against his name by Barclays Bank UK PLC and the consequences of that. Mr O says Barclays treated him unfairly and hasn’t provided adequate compensation for their actions. What happened The details of the compl... (2 pages)View decision -
Decision Reference DRN-5649313
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5649313 The complaint Mr L complains that Lloyds Bank PLC unfairly closed his account and recorded a CIFAS marker against his name. What happened In January last year, Lloyds restricted Mr L’s account for review and, within a few days issued notice to him that the bank would be clos... (3 pages)View decision -
Decision Reference DRN-3334408
16 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3334408 The complaint Mr K complains about Santander UK Plc’s decision to close his account and register a fraud marker against him. What happened In May 2015, Mr K paid a £20,000 cheque into his account. A couple of days later, the cheque returned unpaid and Santander carried out a re... (4 pages)View decision -
Decision Reference DRN-3428266
10 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3428266 The complaint Mr O complains that Santander UK Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened Santander said that it had decided to close Mr O’s account. It had received a report of fraud. And that Mr O hadn’t provided any ev... (2 pages)View decision -
Decision Reference DRN-3224148
12 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3224148 The complaint Mr A complains that Santander UK Plc closed his account and recorded a marker with a fraud prevention agency after he received a payment in to his account. He is also unhappy Santander have withheld these funds from him. What happened Mr A held a current account ... (5 pages)View decision -
Decision Reference DRN-4341845
23 Oct 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4341845 The complaint Mr A complains that TSB Bank plc wouldn’t remove a marker about him at CIFAS. What happened Mr A explains that he found out that the marker had been added after his account was closed. This has prevented him opening an account elsewhere. He didn’t know that the mo... (3 pages)View decision