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 DRN3010461
22 Jun 2018 Bank of Scotland Plc Not upheldBanking and creditMr J has complained that Bank of Scotland plc (trading as Halifax) have unfairly placed a warning about him on the CIFAS (Credit Industry Fraud Avoidance System) database in relation to fraudulent activity on his current account last year. background In May 2017 £790 ... (2 pages)View decision -
Decision Reference DRN6680516
3 Jun 2016 Lloyds Bank PLC Not upheldBanking and creditMs M complains that Lloyds Bank PLC recorded information with CIFAS which has prevented her from being able to obtain a fee-free bank account or mortgage.backgroundLloyds entered the record in August 2012 after Ms M’s account was used to deposit three counterfeit ch... (2 pages)View decision -
Decision Reference DRN-5296003
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296003 The complaint Miss J complains that Lloyds Bank PLC unreasonably closed her bank account, and registered a marker against her with the fraud prevention agency Cifas. She’d like this marker to be removed. What happened Miss J held a personal account with Lloyds. But in Octob... (4 pages)View decision -
Decision Reference DRN-3682523
14 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3682523 The complaint Miss A complains that Monzo closed her account and registered a Cifas marker against her without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail here. But in summary, in April 2021, a p... (3 pages)View decision -
Decision Reference DRN-3389800
14 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3389800 The complaint Mr G is unhappy that Lloyds Bank PLC applied a Cifas marker against his name. What happened Mr G held an account with Lloyds. In August 2020, Lloyds received reports from a third-party bank that four payments were attempted to Mr G’s account which weren’t authoris... (3 pages)View decision -
Decision Reference DRN7286651
8 Mar 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc removed funds from his account, closed the account and recorded an adverse marker with CIFAS.background Mr L’s account received £400 by way of faster payment. TSB then received information from the remitter’s bank which cast doubt ov... (2 pages)View decision -
Decision Reference DRN1337862
30 May 2018 Barclays Bank Plc Not upheldBanking and creditMr A complains that Barclays Bank Plc has unfairly closed his accounts and recorded information with a third party fraud prevention scheme.backgroundMr A had several accounts with Barclays. On 9 June 2017, Barclays wrote to Mr A to say that it would be closing the... (2 pages)View decision -
Decision Reference DRN-5142306
13 Nov 2024 Principality Building Society UpheldMortgagesDRN-5142306 The complaint Mr R complains that Principality Building Society reported him to a fraud prevention database in connection with an application for a mortgage. What happened Mr R and his partner applied to Principality for a mortgage to buy a property as first-time buyers. Pri... (7 pages)View decision -
Decision Reference DRN-5749691
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5749691 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) filed an adverse Cifas marker about him. What happened Mr L applied for a basic bank account with HSBC in June 2024. HSBC declined Mr L’s application and in July 2024, it filed an adverse marker about Mr L with Cif... (5 pages)View decision -
Decision Reference DRN-2457939
23 Dec 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2457939 The complaint Miss M complained because Metro Bank Plc recorded a fraud marker against her name, with the fraud prevention agency CIFAS. What happened Miss M opened an account with Metro Bank in June 2018. On 2 January 2019, £5,000 was paid into Miss M’s account with Metro Bank... (5 pages)View decision