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-3806761
23 Dec 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3806761 The complaint Miss T, helped by a representative, complained because Lloyds Bank plc refused to delete all the records it had about her. What happened An account in Miss T’s name was opened in June 2020. It was used to receive a number of payments, which were then ... (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 DRN7897524
24 Mar 2017 Vanquis Bank Limited Not upheldBanking and creditMiss M complains that Vanquis Bank Limited registered information with CIFAS in connection with her credit card account. backgroundIn 2012 Miss M says she was owed some money by a friend. She says the friend’s boyfriend offered to pay the debt by paying off her credit... (2 pages)View decision -
Decision Reference DRN-3040073
15 Oct 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3040073 The complaint Mr I is unhappy National Westminster Bank Plc (“NatWest”) have held him liable for transactions he’s said were carried out by scammers. What happened In November 2020 Mr I opened a current account with NatWest. On 4 February 2021 Mr I says he withdrew £100 from a... (4 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-2869557
14 Nov 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2869557 The complaint Mr W complains about an entry Nationwide Building Society (“Nationwide”) made on his credit file. What happened Mr W applied online to open a savings account with Nationwide. Mr W then discovered a note on his credit file saying ‘Victim of Impersonation’ so he com... (2 pages)View decision -
Decision Reference DRN-5984856
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5984856 The complaint Miss P complains HSBC UK Bank Plc has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Miss P discovered HSBC had registered two Cifas markers in May 2025, after having trouble opening accounts elsew... (3 pages)View decision -
Decision Reference DRN-5602152
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602152 The complaint Mr C complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 12 October 2024, Mr C received two payments totalling £140 into his Monzo account. On the same day, Monzo receive... (2 pages)View decision -
Decision Reference DRN-1512172
19 May 2020 U K Insurance Limited Not upheldInsuranceDRN-1512172 The complaintMr S complains that UK Insurance Limited (UKI) made a fraud report in relation to an insurance claim which has prevented him from accessing credit. He want’s it removed. What happenedOn 2 February 2016 Mr S made a claim under his landlord insurance policy with UKI.... (3 pages)View decision -
Decision Reference DRN-2456040
18 Jan 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2456040 The complaint Mr K complains that The Co-operative Bank Plc has unfairly registered a marker at CIFAS the national fraud database. What happened Mr K contacted The Co-op in December 2018 to say that he didn’t recognise three payments made using his debit card in October 2018. T... (3 pages)View decision