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-6166928
20 Feb 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6166928 The complaint Ms D complains that HSBC UK Bank Plc reported her to CIFAS, a fraud prevention database, in connection with a mortgage application. What happened In 2023 Ms D applied for a mortgage with HSBC. HSBC declined the application and reported Ms D to CIFAS, based on a... (6 pages)View decision -
Decision Reference DRN-5951161
17 Nov 2025 Spring Financial Group Limited Not upheldMortgagesDRN-5951161 The complaint Mr B complains that Spring Financial Group Limited trading as MPowered Mortgages reported him to a fraud prevention database in connection with a mortgage application. What happened Mr B applied to MPowered for a mortgage, via a broker. He submitted various doc... (5 pages)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 DRN9135541
10 Jul 2019 TSB Bank plc Not upheldBanking and creditMr C’s unhappy that TSB Bank plc closed his account without warning or his consent.backgroundOur investigator felt this complaint shouldn’t be upheld. She said: TSB blocked Mr C’s account as it was concerned that a cheque that had been paid in was cancelled due to it being reported stolen... (2 pages)View decision -
Decision Reference DRN-5747741
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747741 The complaint Miss A complains that Monzo bank Ltd (Monzo) unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss A had an account with Monzo, which she opened in October 2023. On 8 November 2024, just over £69,000 was paid into Miss A’... (5 pages)View decision -
Decision Reference DRN-3731017
2 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3731017 The complaint Mr W complains that Metro Bank PLC unfairly closed his account, lodged a fraud marker against him and provided poor customer service. What happened Mr W received a payment into his account from an organisation that he’d been helping out. Mr W had received other sm... (5 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 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 DRN0669373
26 Aug 2016 Barclays Bank Plc UpheldBanking and creditMiss S complains that Barclays Bank Plc wrongly registered adverse information about how she conducted her account. She says this negatively impacted on her and she was seeking the information, recorded with CIFAS, be removed and Barclays compensate her. background Bar... (2 pages)View decision