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-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 -
Decision Reference DRN-3252605
13 Jan 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3252605 The complaint Mr O has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr O sold a phone through an online marketplace. He says the buyer asked to pay him via a direct bank transfer rather ... (3 pages)View decision -
Decision Reference DRN-4619414
3 Jun 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4619414 The complaint Mr G complains that American Express Services Europe Limited (AESEL) (Amex) unfairly registered a marker about him at Cifas, the national fraud database. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN7649206
28 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr G has complained that HSBC UK Bank plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr G has had accounts with HSBC for a number of years. In May 2018 he received a payment of £2,000 into his current account from a Halifax account. Halifax c... (2 pages)View decision -
Decision Reference DRN1729435
24 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMiss D complains that information Barclays Bank plc has recorded with CIFAS1 is causing her difficulty opening a new bank account.backgroundBarclays closed Miss D’s current account following suspicious activity. Miss D says she didn’t know how the activity took place, but that someone mus... (2 pages)View decision -
Decision Reference DRN-4110430
25 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4110430 The complaint Miss A complains that HSBC UK Bank Plc unfairly closed her bank account and recorded information about her with CIFAS, the UK’s fraud alert service. What happened Miss A had an account with HSBC. In June 2022, Miss A received several payments into her account, whi... (2 pages)View decision -
Decision Reference DRN-1928810
16 Oct 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1928810 The complaint Mr K complains that National Westminster Bank Plc has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr K opened an account with NatWest in August 2018. NatWest told Mr K it would be closing the account in September 2018. He later ... (3 pages)View decision -
Decision Reference DRN-2445499
20 Feb 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2445499 The complaint Miss D complains that National Westminster Bank Plc are holding her liable for disputed transactions she didn’t make. And they’ve loaded a national fraud marker against her name. What happened On the 12 August 2019 an overdraft of £2,750 was applied for on Miss D’... (3 pages)View decision -
Decision Reference DRN-3829858
3 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3829858 The complaint Mr M complains that Barclays Bank UK PLC registered a marker at CIFAS, the national fraud database. What happened Mr M explains that his account at Barclays was closed in January 2019 and that since then he found out that the marker had been registered. He says th... (3 pages)View decision -
Decision Reference DRN-2201117
14 Jan 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2201117 The complaint Ms R complains that TSB Bank Plc has recorded a fraud marker and closed her account after she reported payment she hadn’t authorised. What happened Ms R contacted TSB and said that she hadn’t made five faster payments from her account on consecutive dates between ... (3 pages)View decision