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-5623390
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5623390 The complaint Mr M complains that HSBC UK Bank Plc (HSBC) unfairly loaded a marker about him at Cifas, the national fraud database. He’s also unhappy that HSBC closed his account. What happened Mr M had an account with HSBC. In June 2023, a payment of £1,100, was paid into ... (4 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN-2636976
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2636976 The complaint Mr O complains that Bank of Scotland plc trading as Halifax wouldn’t open a Help to Buy ISA and wrongly told him that there was information about him recorded at CIFAS, the national fraud database. What happened Mr O applied for the account on 28 November 2019. He... (2 pages)View decision -
Decision Reference DRN-2559119
2 Feb 2021 MI Money Limited Not upheldBanking and PaymentsDRN-2559119 The complaint Mrs B has complained that MI Money Ltd, trading as TotallyMoney, allowed a third party to take out credit cards in her name. What happened On 26 April 2019, Mrs B checked her status with a credit reference agency, which she uses. She discovered that TotallyMoney h... (3 pages)View decision -
Decision Reference DRN-5602962
18 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602962 The complaint Mr T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In December 2024 Monzo received fraud reports from other banks about payments made into Mr T’s Monzo account. These payments were ... (2 pages)View decision -
Decision Reference DRN-3507738
24 Aug 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3507738 The complaint Mr A has complained Mitsubishi HC Capital UK plc has applied a fraud-related marker to his record which they won’t remove. What happened Mr A bought a ring in 2016. He was persuaded to apply for credit but was rejected. He wasn’t concerned by this as he was always... (2 pages)View decision -
Decision Reference DRN-4840039
12 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840039 The complaint Mr H complains that Metro Ltd unfairly registered a marker about him at Cifas, the national fraud database. He is also unhappy that Metro closed his account. What happened Mr H had an account with Metro which he’d opened in 2023. On 11 January 2024, seven paym... (4 pages)View decision -
Decision Reference DRN-5302746
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302746 The complaint Mr N complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database. He wants the marker removed. What happened Mr N had an account with Monzo. In October 2024, two payments of £120 and £70 were paid into Mr N’s account,... (4 pages)View decision -
Decision Reference DRN-4204084
23 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4204084 The complaint Miss H has complained that Santander UK Plc (“Santander”) behaved unfairly when it closed her accounts in June 2022. Background Miss H had a bank account, with an overdraft facility with Santander. In June 2022 the bank made the decision to close Miss H’s account ... (4 pages)View decision -
Decision Reference DRN-5431245
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5431245 The complaint Mr O complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database and closed his account. To put things right he wants Monzo to remove the marker. What happened Mr O had an account with Monzo. Mr O has explained that ... (4 pages)View decision