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-5639795
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5639795 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 HSBC received a fraud report from another bank about a payment made into Mr M’s HSBC account. This payment was for... (3 pages)View decision -
Decision Reference DRN-2777559
26 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2777559 The complaint Mr N is unhappy with Barclays Bank UK PLC because they applied a CIFAS marker against him in 2016. Barclays have removed the CIFAS marker, apologised and offered £800.00. What happened A third-party bank closed Mr N’s bank account when he applied for a personal lo... (3 pages)View decision -
Decision Reference DRN8542439
4 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr T complains that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. CIFAS are the UK’s fraud prevention agency. backgroundMr T had an Under Nineteen’s Account, with a debit card. In November 2018 there were a number of payments into Mr T’s... (2 pages)View decision -
Decision Reference DRN-4978682
11 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4978682 The complaint Mr F has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr F was told by Barclays that they were closing his account. Mr F subsequently discovered a fraud-related marker ha... (2 pages)View decision -
Decision Reference DRN-3458014
19 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3458014 The complaint Ms S complained because Santander UK plc closed her account and recorded a marker against her name with the anti-fraud organisation CIFAS. What happened On 8 September 2020, Santander blocked Miss S’s accounts and wrote asking her to get in touch. Miss S rang, and... (4 pages)View decision -
Decision Reference DRN-3942898
4 Aug 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3942898 The complaint Mr A complains HSBC UK Bank Plc closed his account and registered his details with CIFAS the UK’s fraud alert service. Mr A would like £515.68 returned and the CIFAS removed. What happened Mr A had an account with HSBC. On 28 September 2021 Mr A received a credit... (3 pages)View decision -
Decision Reference DRN-3384591
20 May 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3384591 The complaint Miss A is unhappy that Starling Bank Limited placed a fraud marker against her name. What happened Miss A had an account with Starling. In March 2021 Starling received two reports from third- party banks informing it that Miss A had received payment from one of it... (3 pages)View decision -
Decision Reference DRN-2177298
27 Nov 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2177298 The complaint Ms P complains that National Westminster Bank Plc closed her account and registered her details with CIFAS the UK’s fraud alert service. This made it difficult to open another account. She wants the CIFAS marker removed. What happened Ms P had two accounts with Na... (4 pages)View decision -
Decision Reference DRN-5523092
20 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5523092 The complaint Mr M has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2024 Mr M got in touch with Halifax as he’d found there was a CIFAS marker on his record and asked t... (2 pages)View decision -
Decision Reference DRN-5769615
27 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5769615 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. He o... (2 pages)View decision