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-3389800
14 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3389800 The complaint Mr G is unhappy that Lloyds Bank PLC applied a Cifas marker against his name. What happened Mr G held an account with Lloyds. In August 2020, Lloyds received reports from a third-party bank that four payments were attempted to Mr G’s account which weren’t authoris... (3 pages)View decision -
Decision Reference DRN9890433
12 Dec 2019 National Westminster Bank Plc UpheldBanking and creditComplaintMr A complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr A had an account with NatWest for a number of years. In April 2019, a cheque for £24,500 was paid into it. NatWest contacted Mr A as this ... (3 pages)View decision -
Decision Reference DRN-5786086
22 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786086 The complaint Mr A complains Barclays Bank UK PLC unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-2129888
2 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2129888 The complaint Miss C complained because Santander UK Plc closed her account and registered a fraud marker against her name. What happened On 26 November 2018, Miss C paid a cheque for £37,287.12 into her account, at a Santander branch. The cheque had the payer’s name printed on... (4 pages)View decision -
Decision Reference DRN-4942639
18 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4942639 The complaint Mr O is unhappy that Santander UK Plc have loaded a Cifas (credit industry fraud avoidance scheme) marker against him and closed his account. What happened Mr O had two current accounts with Santander. In October and November 2023 Mr O received a number of cre... (4 pages)View decision -
Decision Reference DRN-3845851
9 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3845851 The complaint Mr D complains that Metro Bank PLC unfairly lodged a fraud marker against him and then closed his account. What happened What Mr D says Mr D opened a personal account with Metro which he intended for mainly business use. He explained that he told Metro staff the r... (5 pages)View decision -
Decision Reference DRN-5546403
21 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5546403 The complaint Mr B complains about a fraud prevention marked recorded by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi), following a car finance loan application. What happened In May 2024, Mr B made an application for a loan to finance ... (3 pages)View decision -
Decision Reference DRN-4226919
12 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4226919 The complaint Mr Z complains that TSB Bank Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Mr Z opened an account with TSB on 30 November 2022. His new card and PIN were sent to him on 1 December 2022. Mr Z says he did not... (5 pages)View decision -
Decision Reference DRN-4547547
9 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4547547 The complaint Mr P has complained HSBC UK Bank plc added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In August 2022 HSBC closed Mr P’s account. They’d been made aware that a customer of theirs had been scammed into making a payment in... (2 pages)View decision -
Decision Reference DRN-5240336
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5240336 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) applied a fraud marker against her, withheld her funds, and closed her accounts. Miss W adds that Barclays’ actions have caused her substantive distress, financial hardship, and inconvenience, and so it should ... (5 pages)View decision