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-5083444
25 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083444 The complaint Mr A has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In mid-2024 Mr A was told by Lloyds that they were initially blocking and then closing his account. They also lodged a fraud-rela... (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 -
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-3090937
1 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3090937 The complaint Miss H complains that Barclays Bank UK PLC closed her accounts and recorded information about her with fraud prevention agencies. She feels this is unfair and would like this information removed. What happened Miss H has complained using a representative, but for ... (4 pages)View decision -
Decision Reference DRN-2279724
30 Oct 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2279724 The complaint Mr L complains that Santander UK Plc blocked and then closed his personal bank account, and wrongly recorded a Cifas fraud marker against him. What happened Mr L had a personal bank account with Santander. He was also the director of two companies which both had b... (2 pages)View decision -
Decision Reference DRN-4295150
18 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4295150 The complaint Mr F complains that Barclays Bank UK PLC registered a marker about him at CIFAS, the national fraud database when it closed his account. What happened Mr F says he had no involvement in any fraudulent activity on his account and no control over what happened. He s... (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-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 pages)View decision -
Decision Reference DRN8492037
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains, in her capacity as director of business B, that Bank of Scotland plc closed the business account and registered a fraud prevention marker against B without due cause.backgroundMs A is the director of B, a small business. In August 2018 she contacted Bank of Scotland to tell... (3 pages)View decision -
Decision Reference DRN-3975372
22 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3975372 The complaint Mr H complains that National Westminster Bank Plc unfairly closed his account and lodged a fraud marker against him. What happened Mr H was selling items through several online marketplaces and NatWest received a report from another bank that Mr H’s account had re... (3 pages)View decision