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 1938 results
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Decision Reference DRN-6096936
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6096936 The complaint Mr K complains HSBC UK Bank Plc recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. Whilst Mr K has a representative on this case, I will refer to him in this decision, as the complaint relates to his relationship with ... (2 pages)View decision -
Decision Reference DRN5592328
7 Jul 2015 Santander UK Plc UpheldBanking and creditMr K complains that Santander UK plc registered him as making a fraudulent mortgage application on Cifas’ (the UK’s fraud prevention service) database. The complaint is brought on his behalf by his wife.backgroundWhen Mr K visited a Santander branch to open a bank acc... (2 pages)View decision -
Decision Reference DRN-2925779
29 Jul 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2925779 The complaint Mr B complains that Starling Bank Limited has registered a marker about him at CIFAS, the national fraud database. What happened Mr B was contacted by Starling Bank to provide information about the source of some payments he received into his account on 16 and 17 ... (3 pages)View decision -
Decision Reference DRN-3195742
3 Dec 2021 The Royal Bank of Scotland Plc UpheldBanking and PaymentsPage 1 of 4The complaint A company, which I’ll refer to as “L”, complains that The Royal Bank of Scotland Plc (“RBS”) unfairly closed its bank account and declined its Coronavirus Business Interruption Loan application after initially approving it. L’s director, Mr M, brings the complaint ... (4 pages)View decision -
Decision Reference DRN-4799801
15 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4799801 The complaint Mr E has complained that HSBC UK Bank Plc registered a marker against him at CIFAS, the national fraud database. What happened In September 2021, Mr E applied for a current account with HSBC. The application asked where he’d lived in the last 3 years. He provided ... (3 pages)View decision -
Decision Reference DRN-4851645
13 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4851645 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this is preventing him from opening another bank account and wants the marker removed. What happened Mr E tried to open a bank ac... (3 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN-3128945
7 Dec 2021 TSB Bank plc Not upheldMortgagesDRN-3128945 The complaint Mr A and Mrs R complain that TSB Bank plc made an entry about them on a fraud prevention database, CIFAS, when they applied for a mortgage. What happened Mr A and Mrs R applied for a mortgage with TSB. It refused their application and made entries about both of th... (2 pages)View decision -
Decision Reference DRN-3070824
22 Oct 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3070824 The complaint Mr G complains that HSBC UK Bank Plc unfairly placed a fraud marker against his name, with CIFAS, the UK’s fraud database. What happened Mr G had two accounts with HSBC. On 16 May 2019, £1,670 was paid into Mr G’s savings account. This payment was then transferred... (4 pages)View decision -
Decision Reference DRN-2185064
25 Jun 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2185064 The complaint Mr S is unhappy Metro Bank PLC (“Metro Bank”) has recorded a Credit Industry Fraud Awareness System (“CIFAS”) marker against his name. He feels the marker should be removed. What happened Mr S’s account was opened in 2013. In February 2015 Metro Bank had concerns ... (4 pages)View decision