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 DRN1340164
4 Jun 2015 National Westminster Bank Plc Not upheldBanking and creditMs B complains National Westminster Bank Plc has closed her account and registered information with CIFAS unfairly.backgroundIn August 2014 NatWest wrote to Ms B to say that it was going to close her account. Ms B complained but NatWest said it wouldn’t change its ... (1 page)View decision -
Decision Reference DRN5256429
10 Nov 2017 HSBC Bank plc Not upheldBanking and creditMr O complains HSBC Bank Plc won’t remove information it passed to the Credit Industry Fraud Avoidance System (“CIFAS”).backgroundMr O had a current account with HSBC. In June 2017 a cheque was paid in for just under £5,000. A few days later HSBC found the cheque ... (2 pages)View decision -
Decision Reference DRN-5065914
27 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5065914 The complaint Mr B complains that Barclays closed his account with immediate effect, and registered a Cifas marker against him, without due cause. He said Barclays also kept sending him bank cards he did not ask for and did not respond to him when he contacted them about thi... (4 pages)View decision -
Decision Reference DRN-3741159
12 Oct 2022 Kensington Mortgage Company Limited Not upheldMortgagesDRN-3741159 The complaint Mr R complains about a marker Kensington Mortgage Company Limited recorded against his name on a fraud prevention database. He wants the marker removed because it’s having a significant impact on him. What happened Mr R applied for a mortgage with Kensington. Kens... (2 pages)View decision -
Decision Reference DRN-4362255
23 Oct 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4362255 The complaint Mr P has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund £8,900 for disputed cash withdrawals. What happened Mr P opened a new account with Virgin Money in February 2023. A £5,000 loan from a credit provider (who I’ll call V) was paid in alon... (3 pages)View decision -
Decision Reference DRN5322840
19 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMr W complains National Westminster Bank Plc closed three accounts he held with them without providing their reasons as to why. He says he’s been unable to open an account with another bank since this time and thinks NatWest are responsible for this. As a result, he wants them to ... (3 pages)View decision -
Decision Reference DRN9569435
26 Nov 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMr H complains that Marks & Spencer Financial Services Plc (“M&S”) didn’t treat him fairly when he tried to carry out a balance transfer on his account.backgroundM&S wrote to Mr H in August 2015 to tell him that it had reviewed information held with CIFAS (... (2 pages)View decision -
Decision Reference DRN-5024145
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5024145 The complaint Mr A complains HSBC UK Bank Plc treated him unfairly when it recorded a False Application marker with Cifas (a fraud database). He’d like HSBC to delete the entry against him. What happened A summary of what happened is below. Mr A applied for an account, but a... (2 pages)View decision -
Decision Reference DRN-5655707
17 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5655707 The complaint Mr H complains that esure Insurance Limited (esure) recorded his details on the Credit Industry Fraud Avoidance System (CIFAS) which he says resulted in him being unable to open a bank account. He’d like the fraud marker removed. What happened In March 2020, a ... (3 pages)View decision -
Decision Reference DRN1489954
26 Jun 2019 Barclays Bank UK PLC Not upheldBanking and creditMr J complains that Barclays Bank UK PLC froze his main account and denied him access to his money. The bank then closed all of his accounts.background Mr J banked with Barclays. He set up accounts for his two children and was putting money into each account on ... (3 pages)View decision