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-3437960
18 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3437960 The complaint Mr T complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database. What happened Mr T says he was told in 2018 that money he had received into his account had been obtained fraudulently. His account was closed in 2019. In 2020 he discov... (3 pages)View decision -
Decision Reference DRN-4568060
19 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4568060 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) unfairly lodged a CIFAS marker against him, withheld legitimate funds, removed other funds that belonged to him and closed his account. What happened Mr A opened a personal account with Nationwide and ... (4 pages)View decision -
Decision Reference DRN-5830819
13 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5830819 The complaint Miss P has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2022 Monzo received a fraud report from another bank about two payments made into Miss P’s Monzo account. These paymen... (3 pages)View decision -
Decision Reference DRN-4748938
12 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4748938 The complaint Mr R has complained that Nationwide Building Society (‘Nationwide) 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 is impacting him financially ... (5 pages)View decision -
Decision Reference DRN-4969934
15 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4969934 The complaint Mr R complains HSBC UK Bank Plc (“HSBC”) applied an adverse fraud marker against him. To put things right, Mr R wants the marker removed. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. In... (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 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-3994190
27 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3994190 The complaint Mr M complains that National Westminster Bank Plc has added a marker about him at CIFAS, the national fraud database. What happened NatWest said it added a marker and decided to close Mr M’s account when it received information that he’d been in receipt of fraudul... (3 pages)View decision