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 1668 results
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Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN8630579
31 Mar 2020 HSBC UK Bank Plc Not upheldBanking and creditMr S complains that HSBC UK Bank Plc closed his account and placed a CIFAS marker against his name, as a result of which he can’t open another bank account. CIFAS is a fraud alert service. Mr S has been assisted in bringing this complaint by his mother.backgroundMr S had a current account ... (2 pages)View decision -
Decision Reference DRN-4649579
8 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4649579 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L applied to Virgin Money for an account after he started a new job. They weren’t willing t... (2 pages)View decision -
Decision Reference DRN1763117
27 Jul 2016 Paragon Bank Plc Not upheldBanking and creditMr K complains about the customer service he received from Paragon Bank Plc in relation to the closure of his account.backgroundMr K says he applied for a two year bond in May 2016, and was told his application had been successful. The account was opened and a welco... (2 pages)View decision -
Decision Reference DRN-4933836
22 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4933836 The complaint Mr P has complained BMW Financial Services (GB) Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr P realised there was a CIFAS marker lodged against his name based on an application made for finan... (2 pages)View decision -
Decision Reference DRN8469125
28 Jan 2020 Tesco Personal Finance PLC UpheldBanking and creditMr C complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly recorded a fraud marker at CIFAS, the national fraud database.backgroundMr C received a credit of £4,000 to his account on 1 August 2017. Tesco Bank then had notification from the sending bank that the funds had... (2 pages)View decision -
Decision Reference DRN2440505
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr C complains that Barclays Bank UK PLC has registered a marker against him at CIFAS, the national fraud database, which is affecting his ability to open another bank account.backgroundMr C reported his Barclays debit card missing on 20 August 2017. Barclays wrote to him on 31 August 2017... (4 pages)View decision -
Decision Reference DRN-1676857
26 Nov 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1676857 The complaint Mr I complains that Santander UK Plc unfairly recorded a marker at CIFAS the national fraud database. What happened Mr I had an account with Santander. He says that he was intimidated into providing his bank details to associates of a friend of his on 29 August 20... (4 pages)View decision -
Decision Reference DRN-3969938
13 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3969938 The complaint Mr R complains that Revolut PLC closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr R had an account with Revolut. In August 2022, three payments, totalling just over £5,000 were made into Mr R’s ac... (3 pages)View decision -
Decision Reference DRN-2572750
3 Sep 2021 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-2572750 The complaint Mr H is unhappy that Aldermore Bank Plc loaded fraud markers against his name after he says he was the victim of fraud. He’s also unhappy with the length of time Aldermore took to investigate his concerns and that it didn’t do more to advise him on how to resolve ... (5 pages)View decision
