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 DRN-2025515
10 Nov 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2025515 The complaint Miss B complains that Nationwide Building Society closed her account and registered a marker at CIFAS, the national fraud database. What happened Nationwide wrote to Miss B in August 2019 to say that her account would be closed. She found out that it had registere... (3 pages)View decision -
Decision Reference DRN-1706668
18 Jun 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1706668 The complaintMr J complains that Nationwide Building Society closed his account without notice and recorded a CIFAS marker against his name. CIFAS is one of the UK's fraud alert services. What happenedMr J opened an account with Nationwide on 17 October 2018. On 1 November... (3 pages)View decision -
Decision Reference DRN3906576
1 Feb 2019 Capital One (Europe) plc UpheldBanking and creditMs M complains Capital One (Europe) Plc unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She wants Capital One to remove the marker and compensate her for the distress and inconvenience this caused. backgroundMs M had a credit ca... (3 pages)View decision -
Decision Reference DRN8249670
11 Jun 2020 National Westminster Bank Plc UpheldBanking and creditComplaintMiss B complains that National Westminster Bank Plc has closed her accounts and they registered a marker against her with CIFAS, the UK’s fraud alert service. This marker made it difficult to open another account. She would like the accounts reopened and to know the reason why the... (3 pages)View decision -
Decision Reference DRN3690806
17 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr O complains that Barclays Bank UK plc closed his account, retained his money andplaced a fraud marker against his name.backgroundIn April 2018 Mr O’s account with Barclays received a credit of £2,500; it carried thereference “Rent”. Mr O withdrew £1,900 of the money.Barclays later recei... (2 pages)View decision -
Decision Reference DRN5217480
11 Feb 2014 Bank of Scotland Plc UpheldBanking and creditMr K is unhappy that Bank of Scotland plc (trading as Halifax) has been unable to open a savings account for him and that he has not been told why.background Mr K made an online application for a savings account in October 2012. The application was declined when a verification check was... (2 pages)View decision -
Decision Reference DRN8715709
25 Jun 2019 Metro Bank PLC UpheldBanking and creditMr C complains Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this has stopped him from being open to bank account. He wants Metro to remove the marker and compensate him for the distress and inconvenience this caused. backg... (3 pages)View decision -
Decision Reference DRN-5786086
22 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786086 The complaint Mr A complains Barclays Bank UK 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 ... (4 pages)View decision -
Decision Reference DRN-2551472
9 Apr 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2551472 The complaint Mr W complains that HSBC (UK) PLC (HSBC) closed his account, without giving him advance notice and registered a fraud marker against his name. Mr W brings this complaint on behalf of his business, J Limited. What happened On 27 April 2020, HSBC wrote to Mr W sayin... (3 pages)View decision -
Decision Reference DRN-5454274
22 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5454274 The complaint Miss B complains Starling Bank Limited unfairly blocked and 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... (5 pages)View decision