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 DRN-6068003
10 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6068003 The complaint Mr M has complained American Express Services Europe Limited, trading as American Express, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr M has had a credit relationship with American Express since 1987 and ha... (3 pages)View decision -
Decision Reference DRN9691587
30 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC has added a marker to CIFAS, the national fraud database, which is making it difficult for him to open an account elsewhere.backgroundMr M banked with Barclays. On 18 September 2017 a new savings account was opened in his name online. And on 20 Sept... (3 pages)View decision -
Decision Reference DRN-4173773
13 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4173773 The complaint Mr S is a sole trader. He complains that HSBC UK Bank Plc unfairly terminated his Bounce Back Loan agreement and closed his bank account. What happened Mr S opened a bank account with HSBC for his sole trader business in July 2020. He successfully applied to the b... (5 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-3679380
3 Nov 2022 TSB Bank plc Not upheldMortgagesDRN-3679380 The complaint Mr R complains that TSB Bank plc (“TSB”) made an entry about him on the CIFAS database in connection with a joint mortgage application. What happened Mr R applied for a mortgage with TSB around September 2017, using a broker. He applied for the mortgage with anoth... (4 pages)View decision -
Decision Reference DRN-5108804
28 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5108804 The complaint Mr Z complains Starling Bank Limited treated him unfairly when it recorded a marker with the fraud prevention database in connection with an application. What happened I issued a provisional decision on this case not upholding it. I invited both parties to let... (3 pages)View decision -
Decision Reference DRN-5507906
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Mr N complaints that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened In August 2024, Monzo received a report from another financial business to report that Mr N’s account received funds totalling approximately £1,900 which were ... (4 pages)View decision -
Decision Reference DRN-4013470
10 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4013470 The complaint Mrs and Mr F complain that Rock Insurance Service Limited sent their travel insurance documentation to a third party without their consent. Rock is the intermediary for this policy. Part of this complaint concerns the actions of a travel agent. As Rock has accepte... (4 pages)View decision -
Decision Reference DRN-3407814
30 May 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3407814 The complaint Mr A complains that Capital One (Europe) plc registered a marker at CIFAS, the national fraud database. What happened Mr A had two card accounts with Capital One. He says that he was contacted by a third party who said that the amounts owing could be paid off for ... (3 pages)View decision -
Decision Reference DRN-5555607
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5555607 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In November 2023 one of Mr M’s accounts with HSBC received £7,272. 17 payments were made the same day to two other named account... (3 pages)View decision