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 1918 results
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Decision Reference DRN-3564849
4 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3564849 The complaint Mr M complained about the amount of compensation which Nationwide Building Society paid him. What happened In 2019, Nationwide closed Mr M’s account following suspect activity on the account. It also registered a CIFAS marker against Mr M’s name. CIFAS is a fraud ... (2 pages)View decision -
Decision Reference DRN-5373692
31 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373692 The complaint Mr A complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN-3389800
14 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3389800 The complaint Mr G is unhappy that Lloyds Bank PLC applied a Cifas marker against his name. What happened Mr G held an account with Lloyds. In August 2020, Lloyds received reports from a third-party bank that four payments were attempted to Mr G’s account which weren’t authoris... (3 pages)View decision -
Decision Reference DRN9948075
22 May 2020 Coventry Building Society Not upheldBanking and creditMr S complains that Coventry Building Society (CBS) registered a marker about him at CIFAS the national fraud database.backgroundMr S says he has discovered that CBS had added the marker in December 2014 when it closed his accounts. He says that it shouldn’t have done so, hadn’t told him a... (2 pages)View decision -
Decision Reference DRN-1329800
2 Oct 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-1329800 The complaint Mr U complains that Metro Bank Plc has recorded a marker at CIFAS, the national fraud database. What happened Mr U opened accounts with Metro Bank in January 2018. He received a credit of £6,840 on 22 January 2018. This money was all paid away that day with part i... (3 pages)View decision -
Decision Reference DRN5957223
3 Sep 2019 Virgin Money plc UpheldBanking and creditMr B complains that Virgin Money plc wrongly recorded information about him with one or more fraud prevention agencies.background Mr B applied for a mortgage with Virgin in late 2018, through a broker. Virgin turned down his application. Mr B was concerned, so he asked CIFAS, a fraud preve... (2 pages)View decision -
Decision Reference DRN8955476
11 Mar 2020 National Westminster Bank Plc Not upheldBanking and creditMiss S is unhappy that National Westminster Bank Plc closed her account and added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She’d like NatWest to remove the marker. BackgroundMiss S had an account with NatWest. On the 20 November 2017, a payment of £9,800 wa... (3 pages)View decision -
Decision Reference DRN-3250133
23 Feb 2022 The Mortgage Lender Limited Not upheldMortgagesDRN-3250133 The complaint Mr C complains that The Mortgage Lender Limited (“TML”) made an entry about him on the Cifas fraud protection database in connection with a mortgage application and that it refused to remove this. What happened Mr C submitted a mortgage application through a broke... (2 pages)View decision -
Decision Reference DRN-4226919
12 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4226919 The complaint Mr Z complains that TSB Bank Plc registered a maker at CIFAS, the national fraud database after it closed his account. What happened Mr Z opened an account with TSB on 30 November 2022. His new card and PIN were sent to him on 1 December 2022. Mr Z says he did not... (5 pages)View decision -
Decision Reference DRN-3786402
24 Nov 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3786402 The complaint Miss O complains that Starling Bank Limited has registered a marker at CIFAS, the national fraud database. What happened Miss O says she opened an account with Starling Bank to continue her online selling of goods. She says she didn’t know that payments into her a... (3 pages)View decision