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 DRN-4973025
16 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4973025 The complaint Mrs A complains Sainsbury’s Bank Plc unfairly declined her chargeback claims and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened In June 2023 Mrs A made three payments to a... (3 pages)View decision -
Decision Reference DRN7619264
6 Jul 2018 Nationwide Building Society Not upheldBanking and creditMs A complains that Nationwide Building Society acted unfairly and unreasonably by recording information about her with CIFAS. She wants the information removed.backgroundMs A applied for a mortgage through a broker to Nationwide, and provided documents to support her ... (2 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 pages)View decision -
Decision Reference DRN-5511383
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5511383 The complaint Mr H complains Barclays Bank UK PLC (“Barclays”) closed his account and applied an adverse fraud marker against him. Mr H says Barclays’ actions have caused him reputational damage, and significant distress and inconvenience. To put things right, Mr H wants Bar... (4 pages)View decision -
Decision Reference DRN-5620855
29 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5620855 The complaint Mr R has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr R opened an account with Kroo. He was young at the time and under the influence of a third party who’d encouraged him to... (2 pages)View decision -
Decision Reference DRN-5465250
4 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465250 The complaint Mrs N 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 ... (4 pages)View decision -
Decision Reference DRN-5135978
5 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5135978 The complaint Mr M complains that HSBC UK Bank Plc blocked and closed his account and that it placed a CIFAS marker against his name. What happened Mr M had an account with HSBC, which was closed when he reported fraud on it. He opened a new account in August 2023. In Septem... (2 pages)View decision -
Decision Reference DRN0100398
16 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank PLC has recorded a marker against him with the industry’s fraud avoidance body, Cifas. backgroundA brief summary of the circumstances leading to this complaint, and my initial conclusions, were set out in my provisional decision, a ... (2 pages)View decision -
Decision Reference DRN-3145753
24 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3145753 The complaint Mr A complains that HSBC UK Bank Plc has recorded a marker at CIFAS, the national fraud database. What happened Mr A says that he hasn’t carried out any fraud and that the marker is affecting his ability to open an account or obtain other financial products. HSBC ... (2 pages)View decision -
Decision Reference DRN-3158162
3 Dec 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3158162 The complaint Mr M complains that TSB Bank plc registered a marker at national fraud databases including CIFAS and is holding him responsible for payments he didn’t make. What happened Mr M says he wanted to apply for an account with TSB in April 2019. When he did so he didn’t ... (6 pages)View decision