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-4967182
30 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4967182 The complaint Mr N is unhappy that Barclays Bank UK PLC placed an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr N held an account with Barclays. In February 2... (3 pages)View decision -
Decision Reference DRN-2458356
18 Jan 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2458356 The complaint Mr A complains that The Royal Bank of Scotland Plc has registered a marker at CIFAS, the national fraud database and he says he has been the victim of identity fraud. What happened Mr A says he found out about the marker when he tried to apply for a mortgage early... (3 pages)View decision -
Decision Reference DRN-4673752
15 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4673752 The complaint Mr I has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In summer 2022, Mr I received £600 over several payments. He withdrew each payment at a cash machine within minutes. The money came ... (3 pages)View decision -
Decision Reference DRN-4962081
11 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962081 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Monzo. On 20 June and 8 July 2023, the account received was payments of £220 and £290 r... (3 pages)View decision -
Decision Reference DRN3768114
8 Mar 2018 National Westminster Bank Plc Not upheldBanking and creditMs T complains that National Westminster Bank Plc (‘NatWest’) won’t remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against her after a mortgage application she made to it.backgroundMs T applied for a mortgage with NatWest in late 2016. Na... (2 pages)View decision -
Decision Reference DRN7521562
7 Mar 2014 HSBC Bank plc Not upheldBanking and creditMr U complains that HSBC Bank plc unfairly closed his current account, leaving him stranded overseas and causing him great difficulty.backgroundIn June 2013, HSBC became aware of an entry relating to Mr U on the CIFAS database. It wrote to him to say it was closing his account and im... (1 page)View decision -
Decision Reference DRN-3944249
17 Feb 2023 Clear Score Technology Limited UpheldConsumer CreditDRN-3944249 The complaint Mr C complains that Clear Score Technology Limited allowed a third party to fraudulently access his credit file. What happened Last year, a fraudster was able to open a Clear Score account in Mr C’s name and get access to his credit file. Around four days after th... (2 pages)View decision -
Decision Reference DRN-3149089
17 Dec 2021 Santander UK Plc UpheldMortgagesDRN-3149089 The complaint Mr and Mrs S complain that Santander UK Plc made an entry about them on the CIFAS fraud protection database in connection with a mortgage application, and wrongly refused their application. What happened Mr and Mrs S applied to Santander for a mortgage. Santander ... (3 pages)View decision -
Decision Reference DRN-4463369
6 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4463369 The complaint Mr F has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened Mr F received some credits into his account, which he quickly spent. Monzo were informed that the money Mr F received and spent came from f... (2 pages)View decision -
Decision Reference DRN-4720195
3 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4720195 The complaint Mr A has complained that Nationwide Building Society registered a marker against him at CIFAS, the national fraud database. What happened In July 2019, Mr A received £300 from a victim of fraud, which he withdrew in cash. Two weeks later, he received £200 from the... (4 pages)View decision