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 1997 results
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Decision Reference DRN-5809354
26 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5809354 The complaint Miss O had an account with TSB Bank UK plc (TSB) which was closed. Miss O is unhappy as she believes, at the time of closure, TSB loaded a marker about her at Cifas, the national fraud database. She says this has made it difficult to open accounts elsewhere. Wh... (2 pages)View decision -
Decision Reference DRN-3929717
11 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3929717 The complaint Mr G is a sole trader. He complains about HSBC UK Bank Plc’s actions when it closed his accounts and terminated a Bounce Back Loan (BBL). Specifically, he complains that the bank unfairly applied a Cifas marker against his name. What happened In June 2020 Mr G suc... (4 pages)View decision -
Decision Reference DRN7666248
25 Jun 2015 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc (“Santander”) has wrongly placed a record against his name on the Credit Industry Fraud Avoidance Scheme (“CIFAS”) database. He feels that this is affecting his ability to secure a mortgage.Mr M has been supported in bringing this... (2 pages)View decision -
Decision Reference DRN-5527207
4 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5527207 The complaint Mr F complains that American Express Services Europe Limited (‘AESEL’) registered an adverse CIFAS marker against him. What happened In September 2023, AESEL requested some documentation from Mr F as part of a review. In a letter that was sent to Mr F, AESEL o... (2 pages)View decision -
Decision Reference DRN-4673869
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4673869 The complaint Mr W is unhappy that Nationwide Building Society registered a Cifas marker against his name. Cifas is the UK’s fraud prevention agency. Mr W is also unhappy that Nationwide won’t disclose certain information to him. He wants the marker removed. What happened The b... (3 pages)View decision -
Decision Reference DRN-4943400
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4943400 The complaint Mr A is unhappy that Nationwide Building Society incorrectly told him that a CIFAS fraud marker they’d reported against him would expire in March 2024, rather than in July 2025 as is correct. What happened Nationwide registered a CIFAS marker against Mr A in Ju... (2 pages)View decision -
Decision Reference DRN6367416
2 Jun 2020 Tesco Personal Finance PLC UpheldBanking and creditMr B’s complaint is that Tesco Personal Finance Plc (Tesco) unfairly closed his account and registered a fraud marker against his name on the national fraud database, CIFAS.backgroundIn October 2015, Mr B noticed his two Tesco accounts were blocked. They were then closed without notice, an... (2 pages)View decision -
Decision Reference DRN0584694
10 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMiss M complains that Lloyds Bank Plc incorrectly registered adverse information about how she conducted her account. She also says Lloyds wrongly recorded her details on the Credit Industry Fraud Avoidance System (CIFAS). And didn’t remove the CIFAS marker soon enou... (3 pages)View decision -
Decision Reference DRN9579994
9 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complained because TSB Bank plc recorded a CIFAS marker against his name. He said it wasn’t fair, and he also complained that he hadn’t been told about it or exactly why TSB had applied it. backgroundAn account in Mr D’s name was opened with TSB on 22 February 2017. A number of transa... (3 pages)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision
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