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 1938 results
-
Decision Reference DRN-4597774
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4597774 The complaint Mr O has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr O was told by HSBC that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS.... (2 pages)View decision -
Decision Reference DRN-5579687
18 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5579687 The complaint Mr I has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In June 2024 Mr I applied for a credit card with Amex. He was granted a credit limit of £3,200. In the f... (2 pages)View decision -
Decision Reference DRN-5189168
3 Apr 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5189168 The complaint Mr M complains that Tide Platform Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr M had an account with Tide. On 31 May 2024, two payments of £865 and £686 were made into Mr M’s account from two individuals I ... (3 pages)View decision -
Decision Reference DRN7300630
8 Apr 2020 HSBC UK Bank Plc Not upheldBanking and creditMr Q complains that HSBC UK Bank plc incorrectly recorded adverse information against his name with one of the UK’s fraud alert services and this has caused him a number of difficulties.backgroundMr Q says that he applied for an account online in 2017. A few weeks later a cheque for just u... (3 pages)View decision -
Decision Reference DRN-5272383
22 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5272383 The complaint Miss B has complained Clydesdale Bank plc, trading as Virgin Money lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2022 Miss B’s account with Virgin Money was closed. She’d opened this account in April. ... (2 pages)View decision -
Decision Reference DRN2672621
21 May 2018 American Express Services Europe Limited Not upheldBanking and creditMr S complains that American Express Services Europe Limited suspended and later closed his accounts, gave no reasons for doing so, and was rude to him on the phone.backgroundMr S had a credit card and a charge card with American Express. In late 2017 both accounts w... (2 pages)View decision -
Decision Reference DRN-5273933
19 May 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5273933 The complaint Mr A has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Kroo in February 2023 and used it regularly. His use in April to July increased substantially as he rec... (2 pages)View decision -
Decision Reference DRN-5502776
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502776 The complaint Mr P has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2025 after getting back to the UK after a period away, Mr P got in touch with Barclays as he’d found there was a CIFAS ma... (2 pages)View decision -
Decision Reference DRN-4132816
9 Jun 2023 Equifax Limited Not upheldBanking and PaymentsDRN-4132816 The complaint Mr A complains that Equifax Limited loaded fraud markers against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr A applied for information from Cifas—a fraud prevention service—a... (2 pages)View decision -
Decision Reference DRN-3325386
31 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3325386 The complaint Mr R complains Santander UK Plc (“Santander”) unfairly registered a fraud marker against him and closed his accounts. What happened Mr R’s close friend - who I will refer to as Mr M – lived abroad and had fallen seriously unwell. Mr R helped him return to the UK a... (5 pages)View decision