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-3645749
13 Oct 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3645749 The complaint Miss J complains that Bank of Scotland plc, trading as Halifax (“Halifax”) made an entry about her on the Cifas fraud prevention database in connection with a mortgage application and that it refused to remove this. What happened Miss J applied for a mortgage with... (3 pages)View decision -
Decision Reference DRN-5006186
6 Sep 2024 Yorkshire Building Society Not upheldMortgagesDRN-5006186 The complaint Mr C and Mrs S complain that Yorkshire Building Society (YBS) disclosed their financial information to a fraudster and then failed to deal with the matter quickly or support them appropriately. What happened Mr C and Mrs S have an offset mortgage with YBS, mean... (3 pages)View decision -
Decision Reference DRN-5398844
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5398844 The complaint Miss A complains Lloyds Bank PLC recorded a marker against her at Cifas (a national fraud database) and closed her account. She doesn’t think it has treated her fairly. What happened A summary of what happened is below. Miss A opened an account in May 2024 with... (3 pages)View decision -
Decision Reference DRN-5655387
19 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5655387 The complaint Mrs M complains about a fraud marker that was reported in relation to a finance agreement with Advantage Finance Limited. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Advantage suppli... (4 pages)View decision -
Decision Reference DRN-5656746
1 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5656746 The complaint Miss W complains about how Santander UK Plc handled her recent Data Subject Access Request (DSAR). What happened Miss W requested a DSAR from Santander. Santander sent copies of all the personal information it said it held for Miss W. But, when the information ... (2 pages)View decision -
Decision Reference DRN-4379193
15 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4379193 The complaint Mr D is unhappy that Barclays Bank UK PLC have recorded a cifas marker on his credit file. He would like this to be removed. What happened Mr D says he was the victim of a crime on 10 July 2018. He’s said his friend told him about a way in which he could make mone... (4 pages)View decision -
Decision Reference DRN5663294
30 Jan 2018 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is about a claim he made on his landlord insurance in 2012. The policy was provided by Legal & General Insurance Limited. He is unhappy that the claim was turned down, that L&G decided it was fraudulent and that it registered the matter wit... (2 pages)View decision -
Decision Reference DRN-5682313
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5682313 The complaint Mrs N has complained Nationwide Building Society lodged a fraud-related marker on the industry fraud database, CIFAS, in her name and wouldn’t pay her compensation after its removal. What happened At the beginning of 2025 Mrs N was setting up her own business a... (2 pages)View decision -
Decision Reference DRN-4985613
23 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4985613 The complaint Miss G has complained National Westminster Bank plc added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened Miss G held an account with another bank. In September 2023 she was told this account was being closed as they’d di... (2 pages)View decision -
Decision Reference DRN3240492
31 Oct 2018 HSBC Bank plc UpheldBanking and creditMr S complains that HSBC Bank plc refused his application for a bank account but wouldn’t give him an exact reason why.backgroundIn March 2018, Mr S applied to switch his bank account to HSBC. And this was initially set up for him. But he then received a letter saying ... (2 pages)View decision