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 DRN1439229
14 Jan 2020 Metro Bank PLC UpheldBanking and creditMr A complains that Metro Bank PLC (“Metro”) registered his details with CIFAS and closed his account, causing serious repercussions for him.backgroundI issued a provisional decision on 25 November 2019, a copy of which is attached as it forms part of this final decision. Mr A accepted my ... (7 pages)View decision -
Decision Reference DRN-3399338
30 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3399338 The complaint Mr R has complained that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has recorded a default on his credit file and registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr R entered into a hire purchase agreement with Startline... (6 pages)View decision -
Decision Reference DRN-2971947
23 Mar 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2971947 The complaint Mr B complains that Vanquis Bank Limited (“Vanquis”) registered a fraud prevention marker against him without due cause. What happened Mr B held a credit card account with Vanquis from December 2019 to March 2020. During this time, Mr B utilised the credit balance... (4 pages)View decision -
Decision Reference DRN9603242
21 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMrs G complains Barclays Bank Plc closed her account and hasn’t explained why. She also complains that Barclays unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. And it didn’t allow her access to the money in her account. She wants ... (3 pages)View decision -
Decision Reference DRN-4853432
17 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4853432 The complaint Mr A complains that Monzo Bank Ltd unfairly closed his account and loaded a CIFAS (Credit Industry Fraud Avoidance System) marker against his name. What happened Around October last year, Monzo decided to close Mr A’s account immediately and later loaded a CIFA... (3 pages)View decision -
Decision Reference DRN-3409900
31 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3409900 The complaint Mr K has complained that Clydesdale Bank Plc (also known as Virgin Money) registered a marker against him at CIFAS, the national fraud database. What happened In early 2020, Mr K applied for a credit card with Clydesdale. He says there was a technical error when h... (3 pages)View decision -
Decision Reference DRN0169088
4 Dec 2017 American Express Services Europe Limited Not upheldBanking and creditMr A complains that American Express Services Europe Limited registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his credit file.backgroundMr A opened an Amex account in March 2014. He used the account and says he told Amex he was having financial... (3 pages)View decision -
Decision Reference DRN-1942697
14 Oct 2020 Black Horse Limited Not upheldConsumer CreditDRN-1942697 The complaint Mr S complains that Black Horse Limited trading as Black Horse Finance has unfairly recorded information about him at CIFAS, the national fraud database. What happened Mr S applied for car finance through a dealership in July 2018. When Black Horse Finance reviewe... (2 pages)View decision -
Decision Reference DRN-2691157
18 Mar 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2691157 The complaint Mr B complains that, when he applied online for an account with Santander UK Plc, the account was opened but later blocked. He received notice from Santander to say it was withdrawing its banking facilities and the account was closed. Mr B says he wants the accoun... (4 pages)View decision -
Decision Reference DRN-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision