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-5698191
4 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5698191 The complaint Mr W complains that NewDay Ltd didn’t handle his chargeback claims properly, failed to deal with transfers to an account, closed his accounts and recorded a CIFAS marker against him. He also says that he was not treated as he should have been. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-4998910
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4998910 The complaint Mr A has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In early 2024 Mr A was told by HSBC that they were closing his account. They also lodged a fraud-related marker on his record wi... (2 pages)View decision -
Decision Reference DRN3255170
28 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr U complains that The Royal Bank of Scotland plc (RBS) has recorded adverse information about him to CIFAS, one of the UK’s fraud alert services.Mr U has been helped with his complaint by a representative. But for ease of reading, I’ll only refer to Mr U himself.backgroundIn 2016 Mr U’s ... (3 pages)View decision -
Decision Reference DRN-4579705
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4579705 The complaint Mr and Mrs P complain about the way that Barclays Bank UK PLC has treated them when the term of their mortgage ended – and that it incorrectly recorded a Cifas marker against Mrs P. What happened Mr and Mrs P had an interest only mortgage with Barclays. The term e... (3 pages)View decision -
Decision Reference DRN-3427641
28 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3427641 The complaint Mr H complains about a fraud prevention marker recorded by Volkswagen Financial Services (UK) Limited. What happened In September 2020, Mr H contacted a car dealer to buy a used vehicle. During their discussions, the dealer tried to secure borrowing for Mr H, to a... (4 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 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 DRN-4872945
27 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4872945 The complaint Mr A in unhappy that Lloyds Bank PLC recovered funds from his account and loaded his name to a fraud prevention database. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr A held an account ... (4 pages)View decision -
Decision Reference DRN-5865018
19 Nov 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5865018 The complaint Mr K complains about a fraud marker that was reported in relation to a finance application with AutoMoney Limited trading as AutoMoney Car Finance. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefl... (4 pages)View decision