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-5682313
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5682313 The complaint Mrs N has complained Nationwide Building Society lodged a fraud-related marker on the industry fraud database, CIFAS, in her name and wouldn’t pay her compensation after its removal. What happened At the beginning of 2025 Mrs N was setting up her own business a... (2 pages)View decision -
Decision Reference DRN-4991961
29 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4991961 The complaint Miss T complains that Nationwide Building Society unfairly registered a marker about her at Cifas, the national fraud database and closed her account. What happened Miss T had an account with Nationwide. In December 2023, a payment of £9,800 was made into Miss... (7 pages)View decision -
Decision Reference DRN-4985613
23 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4985613 The complaint Miss G has complained National Westminster Bank plc added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened Miss G held an account with another bank. In September 2023 she was told this account was being closed as they’d di... (2 pages)View decision -
Decision Reference DRN3240492
31 Oct 2018 HSBC Bank plc UpheldBanking and creditMr S complains that HSBC Bank plc refused his application for a bank account but wouldn’t give him an exact reason why.backgroundIn March 2018, Mr S applied to switch his bank account to HSBC. And this was initially set up for him. But he then received a letter saying ... (2 pages)View decision -
Decision Reference DRN-4985969
3 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4985969 The complaint Ms L has complained HSBC UK Bank plc won’t remove fraud-related markers they’ve lodged in her name. What happened Ms L held accounts with other banks. She was told her main account was being closed as they’d discovered a fraud-related marker in her name which a... (2 pages)View decision -
Decision Reference DRN9870568
5 Sep 2018 Equifax Limited Not upheldBanking and creditMr H complains that Equifax Limited failed to protect his personal data adequately.backgroundIn May 2017 Equifax’s parent company was the subject of a cyber-attack and later that year Equifax wrote to Mr H about it. The attackers had gained access to some of Mr H’s ... (2 pages)View decision -
Decision Reference DRN1134856
30 Mar 2019 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complained about Liverpool Victoria Insurance Company Limited placing a marker against him on a fraud database.backgroundMr A took out car insurance with LV. LV said that Mr A knowingly gave an inaccurate address so as to get a cheaper premium. In October 2017, LV canc... (2 pages)View decision -
Decision Reference DRN-5502202
24 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5502202 The complaint Ms C complains HSBC UK Bank Plc recorded a marker at Cifas and then took too long to remove it and tell her what was happening. What happened A summary of what happened is below. Ms C applied for an account with HSBC in February 2024 but there was no update as ... (2 pages)View decision -
Decision Reference DRN-4101500
27 Apr 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4101500 The complaint Miss B complains that Santander UK Plc closed her account and will not re-open it. What happened In summary, Miss B received two transfers which were flagged by the sending bank as fraudulent. As a result, a block was placed on her account and Santander eventually... (2 pages)View decision -
Decision Reference DRN-4474523
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4474523 The complaint Mr A has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In spring 2022, Mr A received over £3,000 into his Monzo account. It came from a victim of crime who’d been defrauded into paying Mr A. Mr ... (2 pages)View decision