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 DRN0171125
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland Plc (trading as Halifax) closed his account and applied a CIFAS fraud marker to his credit file without telling him.backgroundMr A had an account with Halifax. In November 2017 Halifax decided to close his account, as a result of ... (2 pages)View decision -
Decision Reference DRN3185432
15 Dec 2020 Bank of Scotland Plc Not upheldBanking and creditMs B complains that Bank of Scotland Plc registered a fraud prevention marker against her without due cause. background In December 2017 Ms B got in touch with Halifax (a division of Bank of Scotland Plc) as she had noticed transactions on her current account to a gambling website that she... (3 pages)View decision -
Decision Reference DRN-5116583
5 Dec 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5116583 The complaint Mr M complains that North Edinburgh and Castle Credit Union Limited (“Castle”) made an entry about him on the CIFAS database in connection with a loan. What happened In early 2024 Mr M got a loan with Castle. Around two weeks later Castle was notified that Mr M... (3 pages)View decision -
Decision Reference DRN1826535
19 Aug 2019 Metro Bank PLC Not upheldBanking and creditComplaintMs C is unhappy that Metro Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She says this has led to her having her bank account closed. And she wants Metro to remove her CIFAS marker. backgroundMs C opened an account with Metro Bank in 2017... (3 pages)View decision -
Decision Reference DRN4698687
24 Aug 2020 FirstRand Bank Limited UpheldBanking and creditMr I complains that FirstRand Bank Limited, trading as MotoNovo Finance (“MotoNovo”), were wrong to place a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundI issued my provisional decision on this complaint in July 2020. I explained that I was intending to ... (7 pages)View decision -
Decision Reference DRN-2337361
15 Dec 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2337361 The complaint Mr C complains that Santander UK Plc closed his credit card account and recorded a CIFAS marker against his name. CIFAS in one of the UK’s fraud alert services. He wants compensation for the distress caused. What happened In August 2019, Mr C applied online for a ... (2 pages)View decision -
Decision Reference DRN-2936455
4 Aug 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2936455 The complaint Mr S complains that TSB Bank PLC (TSB) unfairly registered a fraud marker against his name. To put things right, he wants TSB to remove the marker and pay him compensation. What happened On 13 April 2017, TSB applied a fraud marker against Mr S’s name with CIFAS, ... (2 pages)View decision -
Decision Reference DRN7864674
15 Nov 2013 National Westminster Bank Plc UpheldBanking and creditMr C complains that National Westminster Bank Plc (‘NatWest’) wrongly recorded a Credit Industry Fraud Avoidance System (‘CIFAS’) entry following his mortgage application.backgroundIn November 2012 Mr C (and his wife) wished to purchase an additional property as their new home – but ... (2 pages)View decision -
Decision Reference DRN2064856
2 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMr W complains that Bank of Scotland plc trading as Birmingham Midshires wrongly recorded a Credit Industry Fraud Avoidance System (CIFAS) entry against his name. Mr W is represented in this complaint by his father – Mr W senior.backgroundMr W took out a mortgage wi... (2 pages)View decision -
Decision Reference DRN-5679916
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5679916 The complaint Ms B complains that Starling Bank Limited trading as Starling Bank (‘Starling’) registered a Cifas marker against them, without due cause. Whilst Starling have now removed the Cifas marker and offered to pay £200 in recognition of the distress and inconvenience... (6 pages)View decision
