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 2061 results
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Decision Reference DRN-4656084
31 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4656084 The complaint Mr F is unhappy that HSBC UK Bank Plc applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr F opened an account with HSB... (3 pages)View decision -
Decision Reference DRN-4918381
19 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4918381 The complaint Mr A has complained that Santander UK Plc (‘Santander’) closed his account without notice and placed a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name . He says this has prevented him from taking out a mort... (5 pages)View decision -
Decision Reference DRN-3485847
18 May 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3485847 The complaint Miss K has complained that National Westminster Bank Plc (NatWest) registered a marker against her at CIFAS, the national fraud database. What happened In December 2019, Miss K’s account was used to receive and pay on some funds. NatWest says this involved some ki... (3 pages)View decision -
Decision Reference DRN6097412
18 Nov 2019 Santander UK Plc Not upheldBanking and creditMr O complains that Santander UK plc closed his account and recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundOn 23 July 2018 Mr O received a payment of £1,750 into his account. Later the same day he withdrew £1,600 of that money in cash at a Santa... (2 pages)View decision -
Decision Reference DRN8356542
29 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditL, a limited company, complains that Lloyds Bank PLC closed its account without notice and registered a CIFAS marker against the account. backgroundMr A is the director of the company and has brought the complaint on behalf of L. Following a review of the account, Lloyds sent an account cl... (2 pages)View decision -
Decision Reference DRN1655042
6 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss S complains that Barclays Bank UK plc recorded a CIFAS marker against her name and won’t remove it. CIFAS is a fraud alert service.backgroundMiss S has explained that someone from her school approached her and persuaded her to let him have her bank card and other details. He said that... (2 pages)View decision -
Decision Reference DRN-3068935
5 Nov 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3068935 The complaint Mr M complains that N26 Bank GmbH recorded information about him with fraud prevention agencies. He feels this is unfair and would like this information removed. What happened Mr M had an account with N26. Between 22 July 2019 and 6 August 2019 his current account... (3 pages)View decision -
Decision Reference DRN-3160563
14 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3160563 The complaint Mr N complains that National Westminster Bank Plc has registered a marker about him at CIFAS, the national fraud database. What happened Mr N says he has found out that when NatWest closed his account in April 2016 it had registered the marker. He says he hasn’t b... (3 pages)View decision -
Decision Reference DRN3278751
20 May 2020 Barclays Bank UK PLC Not upheldBanking and creditComplaintMr S has complained that Barclays Bank UK PLC recalled payments made to his personal accounts and registered a CIFAS marker against him.BackgroundMr S was the director of a limited company, PLBH Ltd. The company held an account with Barclays.In November 2018, Mr S made three payme... (3 pages)View decision -
Decision Reference DRN-2973579
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2973579 The complaint Mr I is unhappy because HSBC UK Bank Plc blocked his account then closed it without giving any notice and have reported a “misuse of facility” CIFAS marker with the National Fraud Database. What happened The circumstances that led to this complaint are well-known... (2 pages)View decision