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-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-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-3975044
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3975044 The complaint Mr B complains that Monzo Bank Ltd closed his account and unfairly registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr B is also unhappy about the service Monzo provided him when it investigated fraudulent activity on his account. He w... (4 pages)View decision -
Decision Reference DRN-2190218
21 Sep 2020 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2190218The complaintMr L complains that Clydesdale Bank Plc loaded a Credit Industry Fraud Awareness Marker (CIFAS) against his name and closed his bank account. He’d like this removed and compensation for the impact this has had on him. What happenedMr L had a current account with Cly... (4 pages)View decision -
Decision Reference DRN-5213917
16 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5213917 The complaint Mrs H complains TransUnion International UK Limited (TU) allowed a search on her credit file for a fraudulent application. Mr H has supported Mrs H in bringing this complaint, but I’ve just referred to her in this decision for simplicity. What happened I issu... (3 pages)View decision -
Decision Reference DRN-3521139
24 Aug 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3521139 The complaint Mr L is unhappy that Blue Motor Finance Ltd (“BMF”) placed a fraud marker against his name. What happened In January 2021, Mr L complained to BMF after he discovered it had applied a fraud marker against his name using the Cifas database in 2018. BMF responded to ... (5 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-3444534
29 Apr 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3444534 The complaint Mr O complains TSB Bank plc (“TSB”) unfairly registered a fraud marker against him and closed his account. What happened Mr O opened a TSB account in April 2020. Later that month he received several payments into his account, which he withdrew on the same day. The... (3 pages)View decision -
Decision Reference DRN-3378049
6 Apr 2022 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3378049 The complaint Mr D has complained about Tesco Personal Finance PLC registering a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with what happened, so I’ll summarise things in brief. In January 2020, Tesco registered a marke... (2 pages)View decision -
Decision Reference DRN-3535484
13 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3535484 The complaint Miss O complains about Barclays Bank UK PLC’s decision to record a fraud marker against her name. What happened Miss O held an account with Barclays for a number of years. In 2018, Barclays received a report from another bank to inform them that Miss O had been th... (3 pages)View decision