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-3814728
3 Jan 2023 Think Money Limited Not upheldBanking and PaymentsDRN-3814728 The complaint Mr B complains that Think Money Limited added a marker about him at CIFAS, the national fraud database. What happened Mr B says that he asked Think Money to close his account. He is unhappy it added the marker and says he hasn’t been involved in fraudulent activit... (3 pages)View decision -
Decision Reference DRN-6130979
14 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6130979 THE COMPLAINT Mr A’s complaint is about TSB Bank plc (“TSB”). WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I will provide an overview. On 14 August 2025, a sum of £300 wa... (3 pages)View decision -
Decision Reference DRN-5886020
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886020 The complaint Miss B complains that Monzo Bank Ltd closed her account and loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Miss B held an account with M... (3 pages)View decision -
Decision Reference DRN-2575441
20 May 2021 Bank of Scotland Plc UpheldMortgagesDRN-2575441 The complaint Mr D complains that Bank of Scotland plc trading as Halifax made an entry about him on a fraud prevention database (CIFAS) relating to his mortgage account. What happened Mr D took a mortgage with Halifax in 2016. In 2018 Halifax did further checks on his applica... (3 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 DRN-6039082
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6039082 The complaint Miss B is unhappy that Bank of Scotland trading as Halifax applied a Cifas marker against her name. She would like the marker removed. Miss B is being represented by a member of her family but for ease I’ll only refer to Miss B below. What happened The backgr... (2 pages)View decision -
Decision Reference DRN6736719
8 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr D has complained National Westminster Bank Plc placed a fraud marker on his record. He believes they can’t do this as they agreed to limit any impact on his credit record when requiring him to pay a debt on his credit card account.backgroundIn late 2014 anoth... (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 DRN8449578
15 Jun 2018 Metro Bank PLC Not upheldBanking and creditMiss A complains that Metro Bank PLC has unfairly closed her accounts and recorded information with a third party fraud prevention scheme - CIFAS.backgroundMiss A had several accounts with Metro. On 1 September 2017, Metro wrote to Miss A to say that it would be closi... (2 pages)View decision