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-5546403
21 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5546403 The complaint Mr B complains about a fraud prevention marked recorded by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi), following a car finance loan application. What happened In May 2024, Mr B made an application for a loan to finance ... (3 pages)View decision -
Decision Reference DRN9890433
12 Dec 2019 National Westminster Bank Plc UpheldBanking and creditComplaintMr A complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr A had an account with NatWest for a number of years. In April 2019, a cheque for £24,500 was paid into it. NatWest contacted Mr A as this ... (3 pages)View decision -
Decision Reference DRN-4704924
25 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4704924 The complaint Mr N complains that HSBC UK Bank Plc incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application that he says was submitted fraudulently in his name. Mr N wants HSBC to remove or alter the marker recorded agai... (3 pages)View decision -
Decision Reference DRN-3107441
11 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3107441 The complaint Miss Y complains that Santander UK Plc registered a marker about her at CIFAS, the national fraud database. What happened Santander said that Miss Y received £5,000 into her account on 12 July 2019. It said it identified that this money was fraudulently obtained. ... (2 pages)View decision -
Decision Reference DRN-5985677
12 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5985677 The complaint I, a limited company, has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in their name. What happened Mr E is a director of I. In October 2024 Mr E, on behalf of I, applied for a business account with HSBC. In support of this app... (3 pages)View decision -
Decision Reference DRN-3896602
24 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3896602 The complaint Mr H complains that Lloyds Bank PLC added a marker to CIFAS, the national fraud database, when it closed his account. What happened Lloyds Bank said it had received a report that 33 payments which came to £2,446 made into Mr H’s account had been obtained fraudulen... (3 pages)View decision -
Decision Reference DRN-2786311
18 Feb 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2786311 Complaint Mr Z is unhappy with Capital One (Europe) plc’s decision to load a Cifas marker against his name. Background Mr Z had a credit card with Capital One. In June 2018, a direct debit payment was made to that credit card account for £1,145.04. It came from a current accoun... (2 pages)View decision -
Decision Reference DRN2367740
31 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss C complains that Barclays Bank UK PLC has closed her account and placed a fraud related marker against her record. She hasn’t been able to open another account.backgroundOn 4 May 2018 a credit of £1,000 was paid into Miss C’s account. The following day Miss C transferred it to another... (2 pages)View decision -
Decision Reference DRN-6058262
22 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6058262 The complaint Mr A has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened a business card account with Amex in 2024 after already holding a personal account with them... (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