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 2048 results
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Decision Reference DRN-2564246
3 Jun 2021 Interactive Investor Services Limited Not upheldBanking and PaymentsDRN-2564246 The complaint Mr R complains that Interactive Investor Services Limited registered a fraud prevention marker against him without notification or due cause. What happened The facts of this case are well known to both parties so I’m only going to summarise events here: Mr R says... (3 pages)View decision -
Decision Reference DRN-2786368
28 Apr 2021 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-2786368 The complaint A limited company, which I’ll refer to as O, complains Conister Finance & Leasing Ltd unfairly declined its application for a Bounce Back Loan. O’s director, Mr A, brings the complaint on its behalf. What happened O applied to Conister for a Bounce Back Loan o... (2 pages)View decision -
Decision Reference DRN-1655371
11 Mar 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-1655371 The complaint Mr U complains that Capital One (Europe) PLC (Capital One) incorrectly applied a CIFAS marker to him, which caused him to suffer financial hardship. What happened Mr U applied for a credit card with Capital One. He didn’t hear back from the application, so applied... (2 pages)View decision -
Decision Reference DRN-4197131
19 Jun 2023 N26 Bank GmbH Not upheldBanking and PaymentsDRN-4197131 The complaint Mr K complains that N26 Bank GmbH (“N26”) wrongly registered a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. What happened N26 is an online and mobile bank which operated in the UK between 2013 and 2020. In December 2018 N26 opened an accou... (2 pages)View decision -
Decision Reference DRN-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (2 pages)View decision -
Decision Reference DRN-6185933
11 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6185933 The complaint Mr J complains that HSBC UK Bank Plc (‘HSBC’) registered a Cifas marker against him, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, ... (3 pages)View decision -
Decision Reference DRN5348177
28 Feb 2020 Nationwide Building Society Not upheldBanking and creditComplaintMr Q complains that Nationwide Building Society closed his account and recorded a CIFAS marker against his name. He says this meant he couldn’t work because he couldn’t open a bank account. CIFAS is one of the UK’s fraud alert services.BackgroundNationwide closed Mr Q’s account in... (2 pages)View decision -
Decision Reference DRN4773822
11 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc has added a fraud marker against his name based on incorrect information.backgroundIn 2013 Mr A applied for a mortgage with NatWest through a broker. NatWest declined the application and Mr A eventually applied succes... (2 pages)View decision -
Decision Reference DRN-2190344
10 Dec 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2190344 The complaint Mr K has complained Barclays Bank UK PLC has placed a marker about the misuse of his account facility on his record. He doesn’t believe he did anything to cause this. What happened Mr K had an account with Barclays which was closed on 8 April 2016. In 2019 he went... (2 pages)View decision -
Decision Reference DRN-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (3 pages)View decision