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-3946485
7 Nov 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3946485 The complaint Mr B has complained TSB Bank plc added a fraud-related marker to the industry fraud database, CIFAS. He believes he should be paid effective compensation. What happened Mr B applied for current and savings accounts with TSB in June 2022. They rejected his applicat... (2 pages)View decision -
Decision Reference DRN2672621
21 May 2018 American Express Services Europe Limited Not upheldBanking and creditMr S complains that American Express Services Europe Limited suspended and later closed his accounts, gave no reasons for doing so, and was rude to him on the phone.backgroundMr S had a credit card and a charge card with American Express. In late 2017 both accounts w... (2 pages)View decision -
Decision Reference DRN-5502776
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502776 The complaint Mr P has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2025 after getting back to the UK after a period away, Mr P got in touch with Barclays as he’d found there was a CIFAS ma... (2 pages)View decision -
Decision Reference DRN-5273933
19 May 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5273933 The complaint Mr A has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Kroo in February 2023 and used it regularly. His use in April to July increased substantially as he rec... (2 pages)View decision -
Decision Reference DRN-4132816
9 Jun 2023 Equifax Limited Not upheldBanking and PaymentsDRN-4132816 The complaint Mr A complains that Equifax Limited loaded fraud markers against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr A applied for information from Cifas—a fraud prevention service—a... (2 pages)View decision -
Decision Reference DRN-5272383
22 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5272383 The complaint Miss B has complained Clydesdale Bank plc, trading as Virgin Money lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2022 Miss B’s account with Virgin Money was closed. She’d opened this account in April. ... (2 pages)View decision -
Decision Reference DRN-3630192
5 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3630192 The complaint Mr K complains that Barclays Bank UK PLC has registered a marker at CIFAS, the national fraud database and closed his account. What happened Mr K explains that he had advertised a computer for sale and was in contact with a potential buyer. Originally the money wa... (4 pages)View decision -
Decision Reference DRN-3899933
27 Apr 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3899933 The complaint Mr I complains that Lloyds Bank PLC took money from his account and added a marker to CIFAS, the national fraud data base. What happened Lloyds said it received a report that a payment of £15,050 made into Mr I’s account on 18 March 2022 had been obtained fraudule... (3 pages)View decision -
Decision Reference DRN-4976685
21 Nov 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4976685 The complaint Mr R’s complaint against Kensington Mortgage Company Limited is that it refuses to remove a CIFAS marker it placed against him. Mr R has been represented by a third party in bringing this complaint. I will only refer to Mr R in this decision, and any reference ... (3 pages)View decision -
Decision Reference DRN-4073781
11 Apr 2023 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-4073781 The complaint Mr S has complained that Home Retail Group Card Services Limited (trading as Argos) registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr S paid a cheque to his Argos credit card to clear the balance and bring it int... (4 pages)View decision