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
-
Decision Reference DRN-4962002
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4962002 The complaint Ms W is unhappy Lloyds Bank PLC (“Lloyds”) recorded CIFAS and SIRA markers against her. This service has already looked at a complaint – and issued a final decision - about the closure of Ms W’s account and the fact Lloyds withheld money in the account and ret... (4 pages)View decision -
Decision Reference DRN-3454677
28 Apr 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3454677 The complaint Miss S has complained that Metro Bank PLC registered a marker against her at CIFAS, the national fraud database. What happened In December 2018, there was an attempt to pay around £1,100 into Miss S’s Metro account. The payment attempt had come from a victim of fr... (3 pages)View decision -
Decision Reference DRN-3574510
28 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3574510 The complaint Mr K has complained that HSBC UK Bank Plc has registered a marker against him at CIFAS – the national fraud database. What’s happened? HSBC decided to terminate its banking relationship with Mr K in May 2018, and it registered a fraud marker against him with CIFAS... (2 pages)View decision -
Decision Reference DRN-1965582
16 Oct 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1965582 The complaint Mr A complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database and wouldn’t let him have a bank account. What happened Lloyds received a report that fraudulently obtained funds had been received into Mr A’s bank account in June 2016.... (2 pages)View decision -
Decision Reference DRN-4180151
6 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4180151 The complaint Mr B complains that Monzo Bank Ltd added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr B says he has been the victim with his account being taken over. He says he wasn’t involved in receiving any fraudulent funds and ... (3 pages)View decision -
Decision Reference DRN-4952294
24 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4952294 The complaint Mr A is unhappy that Santander UK Plc has loaded a Credit Industry Fraud Avoidance System (“Cifas”) marker against him. What happened In January 2024 Mr A was approached by a friend on a social media platform. He says they told him they needed to send money to... (3 pages)View decision -
Decision Reference DRN-2747763
12 Apr 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2747763 The complaint Mr A has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr A was contacted online by an individual claiming to work in an industry that Mr A was interested in. He posted Mr A a ch... (4 pages)View decision -
Decision Reference DRN-5219066
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5219066 The complaint Miss H complains National Westminster Bank Plc unfairly recorded a CIFAs marker against her. She wants the marker removed. What happened Miss H held an account with NatWest. She says she agreed with her stepfather that he would close the account in 2020 on her ... (4 pages)View decision -
Decision Reference DRN-4855185
22 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4855185 The complaint Ms A complains Metro Bank PLC unfairly 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 Ms A opened a Metro Bank account online on 9 November 2023. Th... (4 pages)View decision -
Decision Reference DRN7283764
17 Mar 2020 The Co-operative Bank Plc Not upheldBanking and creditComplaintMr H complains that The Co-operative Bank plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. CIFAS is one of the UK’s fraud prevention agencies.BackgroundIn July 2018, Mr H applied online for a Co-operative current account. His application was d... (2 pages)View decision