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-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 DRN-1979087
16 Oct 2020 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-1979087 The complaint Mr A complains that Brent Shrine Credit Union Limited has recorded a marker on CIFAS the national fraud database. What happened Mr A applied for a £15,000 loan from Brent Shrine. It requested he send supporting information including bank statements which he did on... (3 pages)View decision -
Decision Reference DRN-2876642
25 Oct 2021 Retail Money Market Ltd Not upheldConsumer CreditDRN-2876642 The complaint Mr O is unhappy that Retail Money Market Ltd trading as RateSetter has made a CIFAS loading against him for evasion of payment on a loan. What happened Mr O took out a loan with RateSetter in July 2019 for £14,000. Mr O has told us he took the loan to help him sta... (3 pages)View decision -
Decision Reference DRN-3598401
24 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3598401 The complaint Mr R is unhappy that NewDay Ltd placed a fraud marker against his name. What happened Mr R held a credit card with NewDay. In January 2019 several card payments were attempted to pay off the balance on Mr R’s account. Later, NewDay was informed by a third- party b... (2 pages)View decision -
Decision Reference DRN-2423558
1 Feb 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2423558 The complaint Mr R complains that Barclays Bank UK PLC wrongly closed his account, registered a CIFAS fraud marker and wouldn’t allow him access to his money. What happened Mr R was told by Barclays that his account would be restricted and found out that the marker was register... (2 pages)View decision -
Decision Reference DRN-4281478
30 Aug 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4281478 The complaint Mr A has complained Nationwide Building Society has lodged a fraud-related marker on the industry fraud database, CIFAS, which has stopped him opening up a bank account. What happened In early 2023 Mr A tried to open a bank account. His application was rejected. H... (2 pages)View decision -
Decision Reference DRN-5079108
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5079108 The complaint Mr E complains HSBC UK Bank Plc (“HSBC”) closed his account and applied a fraud marker against him despite informing it that he had been coerced into using his accounts for fraudulent purposes by criminals and the matter was being investigated by the police. Mr... (3 pages)View decision -
Decision Reference DRN-5795081
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5795081 The complaint Mr D complains that Nationwide Building Society closed his account and unfairly registered a marker about him at Cifas, the national fraud database. He is also unhappy that Nationwide have not released his closing balance and the service he received. What happ... (4 pages)View decision -
Decision Reference DRN-3691515
24 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3691515 The complaint Mr S complains that HSBC UK Bank Plc blocked his bank account and placed a fraud marker against his name causing serious repercussions for him. What happened Mr S had a personal account with HSBC. In January 2021, two payments totalling just over £2,000 were made ... (4 pages)View decision -
Decision Reference DRN-2292749
11 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2292749 The complaint Miss W complains that Metro Bank PLC has unfairly recorded a marker at CIFAS the national fraud database. What happened Miss W says that the CIFAS marker is affecting her ability to obtain an account elsewhere and that she wasn’t responsible for any fraudulent act... (3 pages)View decision