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 1918 results
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Decision Reference DRN-3389658
13 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3389658 The complaint Miss R complains that Monzo Bank Ltd has registered a fraud marker at CIFAS the national fraud database. What happened Miss R says that her account was ‘hacked’ and that she wasn’t responsible for payments to her account on 23 April 2021. She says that the CIFAS m... (2 pages)View decision -
Decision Reference DRN-1700598
1 May 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1700598The complaintMr A complains on behalf of his business, T, that Barclays Bank UK PLC blocked and then closed his business accounts. He also says Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He wants Barclays to compensate him ... (4 pages)View decision -
Decision Reference DRN-3084253
8 Nov 2021 Startline Motor Finance Limited UpheldConsumer CreditDRN-3084253 The complaint Mr O has complained that Startline Motor Finance Limited registered a marker against him at CIFAS, the national fraud database. What happened Mr O applied for a loan with Startline. Startline says that when he gave it his address history, he left off an address wh... (2 pages)View decision -
Decision Reference DRN-1856183
11 Sep 2020 TSB Bank plc UpheldBanking and PaymentsDRN-1856183The complaintMr A complains that TSB Bank plc recorded a CIFAS marker against his name. He says this meant he couldn’t apply for an account elsewhere and that his insurance company cancelled his car insurance, so he couldn’t drive. CIFAS is one of the UK’s fraud alert services. ... (2 pages)View decision -
Decision Reference DRN-3735216
11 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3735216 The complaint Mrs K complains that NewDay Ltd incorrectly added a marker about her at CIFAS, the national fraud database, causing her financial difficulties and distress. What happened Mrs K explains that her accounts with other financial businesses were closed within a short s... (3 pages)View decision -
Decision Reference DRN-4921613
13 Nov 2024 The Mortgage Lender Limited Not upheldMortgagesDRN-4921613 The complaint Mr J complains that The Mortgage Lender Limited has unfairly recorded a Cifas marker against him. What happened In December 2021, Mr J applied for a mortgage with The Mortgage Lender through a broker. In January 2022, it declined the application. In May 2024, M... (2 pages)View decision -
Decision Reference DRN-4860065
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4860065 The complaint Mr C complains BMW Financial Services (GB) Limited didn’t do enough when a third party attempted to, and succeeded in, taking over their account. What happened Mr C says he’s taken out a number of finance agreements with BMW over the years including one he took ou... (3 pages)View decision -
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision -
Decision Reference DRN-1341248
10 Jul 2020 Oodle Financial Services Limited Not upheldConsumer CreditDRN-1341248 The complaintMiss D complains that Oodle Financial Services Limited passed information about her, to a fraud prevention agency. The information is about a car finance loan application, which Miss D says, was started by someone else and not by her. What happenedIn July 2019 a c... (4 pages)View decision -
Decision Reference DRN-5325579
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325579 The complaint A – a limited company complains HSBC UK Bank Plc unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against its name. A is represented by its director - Mr A. What happened A held a business account with H... (3 pages)View decision