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
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Decision Reference DRN-4014865
16 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4014865 The complaint Mr C has complained Santander UK plc has closed his account and added a fraud-related marker to his record. What happened In mid-2022 Mr C was asked to help out a friend (who I’ll call Mr W) by another friend. Although this wasn’t someone he knew, he agreed £320 c... (2 pages)View decision -
Decision Reference DRN-2599561
17 Feb 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2599561 The complaint Miss K complains that Santander UK Plc closed her account and recorded a Credit Industry Fraud Awareness System (CIFAS) marker against her name. She feels the marker should be removed. What happened I sent Miss K and Santander a provisional decision on 13 January ... (2 pages)View decision -
Decision Reference DRN5469909
25 Nov 2013 Bank of Scotland Plc Not upheldBanking and creditMr C’s account with Bank of Scotland plc (trading as Halifax) was the subject of fraudulent activity, which was identified by the bank. The account was closed and a misuse of facility marker was registered with the Credit Industry Fraud Avoidance System (CIFAS). Mr C complains that the ... (2 pages)View decision -
Decision Reference DRN-5479090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5479090 The complaint Mrs I complains Monzo Bank Ltd (“Monzo”) closed her account and applied an adverse fraud marker against her. Mrs I adds she couldn’t properly deal with Monzo’s queries leading up to the closure due to the severity and sensitivity of her personal circumstances a... (2 pages)View decision -
Decision Reference DRN-3081400
22 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3081400 The complaint Mr L complains about Santander UK Plc’s decision to close his account and register a fraud marker against him. What happened In May 2020, Mr L received a credit of £777.18 into his account. The next day, Mr L made two cash withdrawals and a transfer to his own acc... (4 pages)View decision -
Decision Reference DRN7523473
24 Nov 2016 Capital One (Europe) plc Not upheldBanking and creditMr O complains that Capital One (Europe) plc has when it recorded information on the Credit Industry Fraud Avoidance System (CIFAS) database about him.backgroundMr O’s Capital One credit card received a £999.99 credit on 15 February 2016. The payment was made using ... (2 pages)View decision -
Decision Reference DRN-3409648
8 May 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3409648 The complaint Mr B complains that TransUnion International UK Limited included information on his credit file that belonged to his sibling. What happened In about May 2021, Mr B applied for a mortgage in principle so that he could view a property he was thinking of buying. Howe... (2 pages)View decision -
Decision Reference DRN5566498
13 Sep 2017 Yorkshire Building Society Not upheldBanking and creditMr M complains that Yorkshire Building Society (“YBS”) unfairly put him on the Credit Industry Fraud Avoidance Scheme (“CIFAS”) database.backgroundMr M has various buy-to-let (“BTL”) properties, and in 2004 he remortgaged one of these (“29a”) from a different lender to Y... (3 pages)View decision -
Decision Reference DRN-3238469
12 Jul 2022 Tesco Personal Finance PLC Not upheldMortgagesDRN-3238469 The complaint Mr S complains that Tesco Personal Finance PLC, trading as Tesco Bank, recorded a marker against his name on a fraud prevention database. What happened Mr S and his wife applied to Tesco for a mortgage in early 2019. Tesco approved their application and made a mor... (2 pages)View decision -
Decision Reference DRN-5844682
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5844682 The complaint Miss A complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name and closed her bank account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mi... (5 pages)View decision