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-3018306
7 Oct 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-3018306 The complaint Mr K complains that Nationwide Building Society recorded a marker at CIFAS, the national fraud database. What happened Mr K says he was threatened by an individual and he had to allow that person access to his bank account at Nationwide. He wasn’t responsible for ... (3 pages)View decision -
Decision Reference DRN-5360535
27 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5360535 The complaint Mr G complains that Barclays Bank UK Plc (‘Barclays’) registered a Cifas marker against him 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 sum... (3 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 -
Decision Reference DRN5633722
23 Aug 2019 Nationwide Building Society Not upheldBanking and creditMr R complains that Nationwide Building Society won’t refund a cash withdrawal and retail transaction made with his debit card which he says he didn’t make or authorise. Mr R also says Nationwide unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He w... (4 pages)View decision -
Decision Reference DRN-4074400
21 Jul 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4074400 The complaint Miss R complains that HSBC UK Bank Plc closed her account and recorded a marker against her with the fraud prevention agency CIFAS. She’d like the marker removed. What happened Miss R has appointed representatives for this complaint, but for ease of reading I’ll s... (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 DRN-1823691
19 Nov 2020 FirstRand Bank Limited UpheldConsumer CreditDRN-1823691 The complaint Mr M complains that FirstRand Bank Limited trading as Motonovo Finance has unfairly registered a marker at CIFAS, the national fraud database. What happened Mr M says he needed finance for a vehicle in January 2015. He can’t remember the details of how far he got ... (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-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-3140140
14 Jan 2022 Equifax Limited Not upheldConsumer CreditDRN-3140140 The complaint Mr C complains that EQUIFAX LIMITED (‘Equifax’) has recorded a marker at CIFAS, the national fraud prevention database. What happened Mr C explains that in September 2020 he attempted to obtain information from Equifax about his credit record by registering for an... (3 pages)View decision