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 DRN3017715
5 Feb 2018 HSBC Bank plc Not upheldBanking and creditMr A is unhappy HSBC Bank Plc closed his account after an internal review and placed a Credit Industry Fraud Avoidance (CIFAS) marker against his name. This has caused him difficulty in opening other accounts, and he has suffered financial difficulty because he hasn... (3 pages)View decision -
Decision Reference DRN-4054197
29 Jun 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4054197 The complaint Mr L complains about the assistance he received from TransUnion International UK Limited with regards to fraudulent entries and CIFAS loadings on his report. Mr L is also unhappy with the time it took to add a notice of correction (NOC), and the password being vis... (3 pages)View decision -
Decision Reference DRN-5520454
9 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5520454 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In September 2023 Mr L’s account with Virgin Money was closed. This took place after he’d received t... (3 pages)View decision -
Decision Reference DRN-3470212
19 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3470212 The complaint Mr S is unhappy that Lloyds Bank PLC has recorded a fraud marker against his name and won’t remove it. What happened On 27 December 2018 Mr S received a credit of £2,180 into his current account. Lloyds received a report that this was a fraudulent credit; another ... (3 pages)View decision -
Decision Reference DRN-3206803
14 Jan 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3206803 The complaint Miss R complains that N26 Bank GmbH recorded information about her with fraud prevention agencies. She says this is unfair and would like this information removed. What happened Miss R opened an account with N26 in February 2020. Between 26 February 2020 and 4 Mar... (4 pages)View decision -
Decision Reference DRN-5123571
4 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5123571 The complaint Mr O complains that Barclays Bank UK Plc (Barclays) closed his account and registered a Cifas marker against him without due cause. What happened Mr O opened a bank account with Barclays in September 2023 but in October 2023 Barclays closed this account without... (4 pages)View decision -
Decision Reference DRN-2190344
10 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2190344 The complaint Mr K has complained Barclays Bank UK PLC has placed a marker about the misuse of his account facility on his record. He doesn’t believe he did anything to cause this. What happened Mr K had an account with Barclays which was closed on 8 April 2016. In 2019 he went... (2 pages)View decision -
Decision Reference DRN5348177
28 Feb 2020 Nationwide Building Society Not upheldBanking and creditComplaintMr Q complains that Nationwide Building Society closed his account and recorded a CIFAS marker against his name. He says this meant he couldn’t work because he couldn’t open a bank account. CIFAS is one of the UK’s fraud alert services.BackgroundNationwide closed Mr Q’s account in... (2 pages)View decision -
Decision Reference DRN-4845058
9 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845058 The complaint I have reviewed the information provided in this case and I have decided not to uphold Mr D’s complaint. Mr D complains that Monzo Bank Ltd added his name to the CIFAS fraud database. He says this has impacted him emotionally and financially, as other banks ha... (3 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