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 2061 results
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Decision Reference DRN-4309930
18 Sep 2023 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4309930 The complaint Mr D has complained BMW Financial Services (GB) Limited added a fraud-related marker to his record without providing him with adequate notice. He wants the marker removed. What happened In 2019 Mr D went to buy a car and applied for finance with BMW. In support of... (2 pages)View decision -
Decision Reference DRN7776802
1 May 2020 Nationwide Building Society UpheldBanking and creditMrs K’s complaint about Nationwide Building Society (Nationwide) concerns its treatment of her when she tried twice to open an account. background Mrs K is represented in this complaint by her son, Mr K. For ease of reference, I’ll refer to Mrs K throughout.In October 2018, Mrs K applied f... (2 pages)View decision -
Decision Reference DRN-3145753
24 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3145753 The complaint Mr A complains that HSBC UK Bank Plc has recorded a marker at CIFAS, the national fraud database. What happened Mr A says that he hasn’t carried out any fraud and that the marker is affecting his ability to open an account or obtain other financial products. HSBC ... (2 pages)View decision -
Decision Reference DRN0147754
10 Dec 2019 Nationwide Building Society Not upheldBanking and creditMiss N complains that Nationwide Building Society unfairly placed a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. Miss N wants Nationwide to remove the marker. And pay her compensation for the trouble and upset caused.backgroundMiss N had several accounts with Natio... (3 pages)View decision -
Decision Reference DRN-3773356
13 Dec 2022 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3773356 The complaint Mr M complains that Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance (“Hitachi”) unfairly recorded a CIFAS marker in relation to an application he made for borrowing. What happened Mr M attempted to purchase goods from a retailer using finance pro... (3 pages)View decision -
Decision Reference DRN9973361
9 Jun 2020 Metro Bank PLC UpheldBanking and creditMiss E has complained Metro Bank PLC closed her account without notice and placed a fraud-related marker on her record.backgroundMiss E opened a current account with Metro in 2017. Around the time of her A level results, Miss E was staying with friends and enjoying a release from study for... (3 pages)View decision -
Decision Reference DRN-6207401
18 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6207401 The complaint Miss B complains that Monzo Bank Ltd closed her account and unfairly loaded a marker about her at Cifas the national fraud database. She would like substantial compensation. What happened The details of this complaint are well known to both parties, so I won’t... (3 pages)View decision -
Decision Reference DRN-2349871
23 Dec 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2349871 The complaint Mr K complains on behalf of his business H, that HSBC UK Bank Plc unfairly restricted H’s account and loaded a fraud marker on H’s record with Cifas. What happened Mr K is the sole director of H. H had a business account with HSBC. On the 19 September 2019 a cheq... (4 pages)View decision -
Decision Reference DRN-6260862
28 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6260862 The complaint Miss M complains that Revolut Ltd registered a Cifas marker against her without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail of what happened here. But in summary, Revolut receive... (3 pages)View decision -
Decision Reference DRN-3378167
31 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3378167 The complaint Mr M complains about a fraud prevention marker recorded by BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened In April 2017, Mr M went to a dealership to look at replacing his car. He says he spoke to a salesperson at the dealershi... (3 pages)View decision