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-3879363
17 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3879363 The complaint Mr F complains HSBC UK Bank Plc (“HSBC”) restricted and closed his account. He also complains HSBC has unfairly applied a fraud marker against him. What happened In May 2019, HSBC received allegations from another financial business that Mr F had received two frau... (3 pages)View decision -
Decision Reference DRN-3371839
20 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3371839 The complaint Mr A complains that Barclays Bank UK PLC closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr A says he was selling items online using social media and receiving money to his account. He doesn’t accept he was acting fr... (3 pages)View decision -
Decision Reference DRN-6062676
27 Feb 2026 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-6062676 The complaint Miss W says Interactive Investor Services Limited (IIS) is responsible for poor handling of her accounts. She encountered problems accessing funds. She says there have been issues with the Direct Debit for her account fees. And that the firm sent her confidenti... (6 pages)View decision -
Decision Reference DRN-2981768
31 Aug 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2981768 The complaint Mr A complained because Santander UK Plc closed his account and recorded a CIFAS fraud marker against his name. What happened On 3 December 2018, £450 credited Mr A’s Santander basic banking account. Mr A carried out a balance enquiry on 5 December 2018, and made ... (3 pages)View decision -
Decision Reference DRN-5978143
12 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978143 The complaint Mr H complains that Monzo Bank Ltd registered a Cifas marker against him and closed his account. As a resolution to his complaint, he wanted the immediate removal of the marker, an apology and £300 compensation for the distress and inconvenience caused. The de... (3 pages)View decision -
Decision Reference DRN-6014149
12 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6014149 The complaint Mr J has complained Nationwide Building Society wouldn’t refund disputed gambling transactions and then lodged a fraud-related marker on the industry fraud database, CIFAS. What happened On 8 July 2025, Mr J contacted Nationwide. He’d been alerted after his wif... (2 pages)View decision -
Decision Reference DRN3719271
27 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMr F complains that Lloyds Bank plc closed his bank account and placed a CIFAS markeragainst his name. CIFAS is the UK’s fraud alert service.backgroundIn November 2017 Lloyds received notification from another bank that it was trying to makea payment of more than £4,700 to Mr F’s account. ... (2 pages)View decision -
Decision Reference DRN-2403840
1 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2403840 The complaint Mr A complains that Barclays Bank UK PLC has closed his account and registered a marker at CIFAS the national fraud database. What happened Mr A says his bank account was put under review and then Barclays decided to close it. He says Barclays refused to give him ... (2 pages)View decision -
Decision Reference DRN-6154016
31 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6154016 The complaint Mr M has complained Nationwide Building Society lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr M opened an account with Nationwide in September 2021. In October 2021 Nationwide received a fraud notification fr... (2 pages)View decision -
Decision Reference DRN-2254067
10 Nov 2020 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2254067 The complaint Mr A complains that Bank of Scotland plc trading as Halifax unfairly registered a marker at CIFAS, the national fraud database. What happened Mr A says he opened an account with Halifax in 2017 and it was closed a couple of months later. He didn’t know that a CIFA... (2 pages)View decision