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
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Decision Reference DRN0954957
7 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr I complains that Barclays Bank UK PLC has reported information about him to CIFAS,the UK’s fraud alert service, and that the bank closed his account without explanation. He thinks this is unfair. backgroundMr I held an account with Barclays. On 12 August 2015, his account was credited w... (3 pages)View decision -
Decision Reference DRN-5053051
1 Oct 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5053051 The complaint Mr M complains that Sainsbury’s Bank Plc unfairly recorded negative information (including a Cifas marker) against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the... (3 pages)View decision -
Decision Reference DRN-4021556
24 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4021556 The complaint Mr O complains that Santander UK Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Santander said that it decided to withdraw Mr O’s banking facilities in August 2021 following a review of his account. After hi... (3 pages)View decision -
Decision Reference DRN-5226965
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5226965 The complaint Mr A complains Nationwide Building Society unfairly closed his newly opened accounts without any notice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (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 DRN-2623744
24 Feb 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2623744 The complaint Mr B complained because Nationwide Building Society: - recorded a marker against his name on the CIFAS anti-fraud database; - closed his newly-opened accounts without notice; - required him to provide photographic ID when he’d already taken it to a branch which ha... (7 pages)View decision -
Decision Reference DRN3719271
27 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr F complains that Lloyds Bank plc closed his bank account and placed a CIFAS markeragainst his name. CIFAS is the UK’s fraud alert service.backgroundIn November 2017 Lloyds received notification from another bank that it was trying to makea payment of more than £4,700 to Mr F’s account. ... (2 pages)View decision -
Decision Reference DRN-5764845
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5764845 The complaint Mr B complains HSBC UK Bank Plc unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both part... (4 pages)View decision -
Decision Reference DRN8438960
16 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a CIFAS marker placed against Mr M following a mortgage application that he made to Bank of Scotland plc trading as Halifax in 2016. Mr M says it caused him to lose a new job because the employer found the CIFAS marker after he’d started work... (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