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-4757386
30 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4757386 The complaint Miss J complains that TSB Bank plc (“TSB”) unfairly registered her details with a fraud prevention service (CIFAS). What happened Miss J fell victim to an investment scam and quickly ran out of funds. She was told that she’d obtain her investment if she could pay ... (3 pages)View decision -
Decision Reference DRN-3465968
6 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3465968 The complaint Mr M has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In May 2019, Mr M applied for a current account with Santander, and was asked to provide 3 years’ worth of address history. He told Santa... (3 pages)View decision -
Decision Reference DRN-4337593
11 Sep 2023 PayrNet Limited Not upheldBanking and PaymentsDRN-4337593 The complaint Mr M is unhappy that PayrNet Limited loaded an adverse fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr M held an account with Rewire, an agent of PayrNet. In... (4 pages)View decision -
Decision Reference DRN-1627714
7 May 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1627714 The complaintMr K complains that Santander UK plc recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services. His complaint is brought on his behalf by his mother, who I’ll refer to as Mrs K. What happenedOn 1 February 2019, Mr K’s account was credi... (4 pages)View decision -
Decision Reference DRN-3970694
27 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3970694 The complaint Mr M complains that Santander UK Plc registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Santander said it had received a report that payments into Mr M’s accounts totalling £1,810 in May 2019 had been reported as f... (3 pages)View decision -
Decision Reference DRN-5328988
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328988 The complaint Mr D complains that HSBC UK Bank Plc unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr D had an account with HSBC. Between 28 and 29 October 2023, 11 payments totalling more than £4,000 from four individuals, I will... (4 pages)View decision -
Decision Reference DRN-3597603
31 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3597603 The complaint Mr S complains that Barclays Bank UK PLC unfairly closed his account and lodged a marker with CIFAS – a national fraud prevention service. What happened Mr S explained that he was approached by a friend to invest in crypto trading and promised a large percentage (... (3 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN-2636976
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2636976 The complaint Mr O complains that Bank of Scotland plc trading as Halifax wouldn’t open a Help to Buy ISA and wrongly told him that there was information about him recorded at CIFAS, the national fraud database. What happened Mr O applied for the account on 28 November 2019. He... (2 pages)View decision -
Decision Reference DRN-2559119
2 Feb 2021 MI Money Limited Not upheldBanking and PaymentsDRN-2559119 The complaint Mrs B has complained that MI Money Ltd, trading as TotallyMoney, allowed a third party to take out credit cards in her name. What happened On 26 April 2019, Mrs B checked her status with a credit reference agency, which she uses. She discovered that TotallyMoney h... (3 pages)View decision