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 DRN9973361
9 Jun 2020 Metro Bank PLC UpheldBanking and creditMiss E has complained Metro Bank PLC closed her account without notice and placed a fraud-related marker on her record.backgroundMiss E opened a current account with Metro in 2017. Around the time of her A level results, Miss E was staying with friends and enjoying a release from study for... (3 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-3328079
23 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3328079 The complaint Mrs J complains that HSBC UK Bank Plc closed her account and registered her details with CIFAS the UK’s fraud alert service. Mrs J would like the marker removed and compensation. What happened Mrs J had an account with HSBC. On 8 May 2019 Mrs J received £9,300 and... (5 pages)View decision -
Decision Reference DRN-5082270
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082270 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, as well as closing his account. What happened In March 2024 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-... (2 pages)View decision -
Decision Reference DRN2719805
20 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditMr R complains that Lloyds Bank plc recorded a marker against his name with CIFAS, one of the UK’s fraud alert services, after he told the bank that he didn’t apply for a credit card. This has caused him lots of difficulties.backgroundMr R says that he spoke to his bank in February 2018 ab... (2 pages)View decision -
Decision Reference DRN1688873
27 Apr 2020 Barclays Bank UK PLC UpheldBanking and creditComplaintMr A complains that Barclays Bank UK PLC blocked and then closed his accounts. He also says Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He wants Barclays to compensate him for the distress and inconvenience this caused.Backgro... (4 pages)View decision -
Decision Reference DRN-4508104
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508104 The complaint Miss A has complained Monzo Bank Ltd added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened In January 2021 Monzo closed Miss A’s account. They’d been made aware her account had received funds that weren’t hers in the amounts... (3 pages)View decision -
Decision Reference DRN-6033027
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6033027 The complaint Mr S has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S understood that his credit card account with NewDay had been closed after a phone call with NewDay. He said he ... (3 pages)View decision -
Decision Reference DRN-6087708
26 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6087708 The complaint Mr M complains Nationwide Building Society has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 10 May 2023, Mr M received two payments of £1,000 each into his Nationwide account. Nationwide later... (3 pages)View decision -
Decision Reference DRN-1984353
15 Sep 2020 FCE Bank Plc Not upheldConsumer CreditDRN-1984353The complaintMr S complains that FCE Bank Plc trading as Ford Credit has unfairly registered a fraud marker at CIFAS, the national fraud database. What happenedMr S made an application for credit to finance the purchase of a vehicle in July 2018. His application was declined. He... (2 pages)View decision