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 1929 results
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Decision Reference DRN3255170
28 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains that The Royal Bank of Scotland plc (RBS) has recorded adverse information about him to CIFAS, one of the UK’s fraud alert services.Mr U has been helped with his complaint by a representative. But for ease of reading, I’ll only refer to Mr U himself.backgroundIn 2016 Mr U’s ... (3 pages)View decision -
Decision Reference DRN-4579705
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4579705 The complaint Mr and Mrs P complain about the way that Barclays Bank UK PLC has treated them when the term of their mortgage ended – and that it incorrectly recorded a Cifas marker against Mrs P. What happened Mr and Mrs P had an interest only mortgage with Barclays. The term e... (3 pages)View decision -
Decision Reference DRN-3427641
28 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3427641 The complaint Mr H complains about a fraud prevention marker recorded by Volkswagen Financial Services (UK) Limited. What happened In September 2020, Mr H contacted a car dealer to buy a used vehicle. During their discussions, the dealer tried to secure borrowing for Mr H, to a... (4 pages)View decision -
Decision Reference DRN-3035146
7 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3035146 The complaint Mr P complains that HSBC UK Bank Plc won’t refund him for transactions on his account which he didn’t authorise. HSBC registered his details with CIFAS the UK’s fraud alert service. He wants the funds refunded and the CIFAS marker removed. His complaint is brought... (6 pages)View decision -
Decision Reference DRN-2368076
1 Dec 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2368076 The complaint Mr M complains that Barclays Bank UK PLC has unfairly recorded a marker at CIFAS the national fraud database. What happened Barclays received a report that fraudulent funds had been paid into Mr M’s account in December 2018. Following a review, it wrote to Mr M on... (3 pages)View decision -
Decision Reference DRN-5152550
11 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5152550 The complaint Mr O has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr O was told by Kroo that they had restricted his use of his account after they reviewed his account. In November they the... (2 pages)View decision -
Decision Reference DRN-4872945
27 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4872945 The complaint Mr A in unhappy that Lloyds Bank PLC recovered funds from his account and loaded his name to a fraud prevention database. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr A held an account ... (4 pages)View decision -
Decision Reference DRN-5025319
29 Oct 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5025319 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was told by Kroo that they had restricted her use of her account. In January they then closed her account. A coupl... (2 pages)View decision -
Decision Reference DRN-5865018
19 Nov 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5865018 The complaint Mr K complains about a fraud marker that was reported in relation to a finance application with AutoMoney Limited trading as AutoMoney Car Finance. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefl... (4 pages)View decision -
Decision Reference DRN-5360535
27 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5360535 The complaint Mr G complains that Barclays Bank UK Plc (‘Barclays’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail of what happened here. But, in sum... (3 pages)View decision