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 1777 results
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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 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-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-4936783
30 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936783 The complaint Mr R complains that Monzo Bank Ltd have unreasonably recorded a marker against him with the fraud prevention agency CIFAS. He’d like the marker removed and compensation. What happened Mr R had an account with Monzo. But in June 2023 his account received some f... (3 pages)View decision -
Decision Reference DRN5262614
30 Jul 2020 Experian Limited UpheldBanking and creditComplaintMr T is unhappy about Experian Limited’s decision to add fraud markers to his credit file. He’s also unhappy that Experian said they’d removed the markers when they hadn’t. Mr T would like compensation.BackgroundAround February 2018, Mr T applied with Experian to access his credit... (4 pages)View decision -
Decision Reference DRN0171125
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland Plc (trading as Halifax) closed his account and applied a CIFAS fraud marker to his credit file without telling him.backgroundMr A had an account with Halifax. In November 2017 Halifax decided to close his account, as a result of ... (2 pages)View decision -
Decision Reference DRN-5116583
5 Dec 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5116583 The complaint Mr M complains that North Edinburgh and Castle Credit Union Limited (“Castle”) made an entry about him on the CIFAS database in connection with a loan. What happened In early 2024 Mr M got a loan with Castle. Around two weeks later Castle was notified that Mr M... (3 pages)View decision -
Decision Reference DRN-2337361
15 Dec 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2337361 The complaint Mr C complains that Santander UK Plc closed his credit card account and recorded a CIFAS marker against his name. CIFAS in one of the UK’s fraud alert services. He wants compensation for the distress caused. What happened In August 2019, Mr C applied online for a ... (2 pages)View decision -
Decision Reference DRN-2936455
4 Aug 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2936455 The complaint Mr S complains that TSB Bank PLC (TSB) unfairly registered a fraud marker against his name. To put things right, he wants TSB to remove the marker and pay him compensation. What happened On 13 April 2017, TSB applied a fraud marker against Mr S’s name with CIFAS, ... (2 pages)View decision -
Decision Reference DRN-5701050
1 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5701050 The complaint Mr B complains that Metro Bank PLC (‘Metro’) registered two fraud prevention markers against him without due cause. What happened The circumstances of this complaint have been explained in detail in our investigator’s view of this complaint, which was shared wi... (2 pages)View decision
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