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 1668 results
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Decision Reference DRN-3442045
12 May 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3442045 The complaint Miss A complains N26 Bank GmbH unfairly recorded a Cifas marker against her on the national fraud database. She wants the marker removed. What happened Our investigator stated the background facts that led to Miss A’s complaint in their view. I find no need to rep... (4 pages)View decision -
Decision Reference DRN8715709
25 Jun 2019 Metro Bank PLC UpheldBanking and creditMr C complains Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this has stopped him from being open to bank account. He wants Metro to remove the marker and compensate him for the distress and inconvenience this caused. backg... (3 pages)View decision -
Decision Reference DRN-2736833
25 Jun 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2736833 The complaint Mrs D complains that National Westminster Bank Plc unfairly recorded a marker at CIFAS, the national fraud database, after it closed her account. What happened Mrs D paid in a cheque for £5,000 to her account. It was returned as being a fraudulent or counterfeit c... (3 pages)View decision -
Decision Reference DRN8167626
15 Mar 2018 Experian Limited Not upheldBanking and creditMr H has complained that Experian Limited provided a poor service when he asked about a fraud marker on his file.backgroundMr H said he didn’t get a job because of information on his credit file.He asked Experian for an explanation. It told him a bank had registered... (2 pages)View decision -
Decision Reference DRN-5619063
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5619063 The complaint P had a business current account with Barclays that was blocked then closed and a CIFAS marker reported. P says the CIFAS was incorrect but was later removed. Mrs P is unhappy the account was blocked and closed and the impact the CIFAS has had on her, and the b... (5 pages)View decision -
Decision Reference DRN-3667585
20 Oct 2022 TSB Bank plc Not upheldMortgagesDRN-3667585 The complaint Mr M complains that TSB Bank plc won’t agree to remove a marker against his name on a fraud prevention database - CIFAS. TSB added the marker in connection with a mortgage application Mr M made. What happened The circumstances of this complaint are well known to b... (3 pages)View decision -
Decision Reference DRN-4463547
8 Dec 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4463547 The complaint Mr H complains that Clydesdale Bank Plc (trading as Virgin Money) unfairly recorded a fraud marker against him and refuses to remove it. What happened Mr H held a current account with Virgin Money. In 2019, payments took Mr H into an unarranged overdraft. Mr H sai... (4 pages)View decision -
Decision Reference DRN-3068145
16 Nov 2021 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3068145 The complaint The complaint, in summary is that Clydesdale Bank Plc unfairly declined W’s application to switch its business bank account from another provider and placed a CIFAS marker against its director. With the liquidator’s consent Mr N, the director of W, has brought the... (3 pages)View decision -
Decision Reference DRN-5219733
20 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5219733 The complaint Ms P complains that HSBC UK Bank Plc has unfairly applied a CIFAS marker against her name following a S.75 claim. HSBC says it has removed the marker and offered £500 compensation to Ms P. But Ms P would like HSBC to pay her more compensation (minimum £5,000) f... (2 pages)View decision -
Decision Reference DRN0169088
4 Dec 2017 American Express Services Europe Limited Not upheldBanking and creditMr A complains that American Express Services Europe Limited registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his credit file.backgroundMr A opened an Amex account in March 2014. He used the account and says he told Amex he was having financial... (3 pages)View decision
