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 DRN7266933
16 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMr A complains National Westminster Bank Plc unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He wants NatWest to remove the marker. backgroundMr A had a current account and savings account with NatWest.Below is a list of the ... (5 pages)View decision -
Decision Reference DRN-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN5160276
15 Oct 2019 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc (trading as Halifax) is holding him responsible for payments he says he didn’t make from his account which led to an overdraft. He also complains that it has recorded adverse information about him to CIFAS, the UK’s fraud alert service.backgroundMr ... (4 pages)View decision -
Decision Reference DRN-6056923
6 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6056923 The complaint Mr K complains that Moneybarn No.1 Limited What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Moneybarn supplied Mr K with a used vehicle on a conditional sale agreement in November 2022. By... (3 pages)View decision -
Decision Reference DRN-3061639
16 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3061639 The complaint Mrs M has complained that HSBC UK Bank Plc has registered a marker against her at CIFAS, the national fraud database. What’s happened? Between February and May 2020, Mrs M made four online applications for a HSBC bank account. HSBC says that when she gave it her a... (3 pages)View decision -
Decision Reference DRN6572337
2 Dec 2020 Lloyds Bank General Insurance Limited UpheldInsurance (excluding PPI)Mr E complains Lloyds Bank General Insurance Ltd refused certain aspects of a claim he made, cancelled his policy and registered his details on an insurance fraud database. background Mr E had a home insurance policy with Lloyds. He returned to his home address after a period working away ... (9 pages)View decision -
Decision Reference DRN-4033325
20 Apr 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4033325 The complaint Mr A complains that Santander UK Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened Santander said that it received a report that a credit for £1,600 paid into Mr A’s account on 7 January 2020 had been obtained frau... (3 pages)View decision -
Decision Reference DRN-4770975
31 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4770975 The complaint Ms B complains that Monzo Bank Ltd registered a fraud prevention marker against her without due cause. What happened In April 2023, Ms B received three payments into her account totalling £820. The funds were then quickly withdrawn from an ATM and transferred o... (3 pages)View decision -
Decision Reference DRN-2961133
9 Aug 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2961133 The complaint Mr X has complained that Metro Bank PLC registered a marker against him at CIFAS, the national fraud prevention agency. What happened Both sides are most familiar with the case, and it’s important that we preserve Mr X’s anonymity, so I will summarise what happene... (5 pages)View decision -
Decision Reference DRN-2705117
30 Apr 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2705117 The complaint Mr C complains that Lloyds Bank PLC has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr C had an account with Lloyds. In 2017 it decided to close his account and issued a final response about that dated 12 May 2017. Mr C now comp... (4 pages)View decision