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 1929 results
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Decision Reference DRN-5327332
13 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5327332 The complaint A sole trader, who I will refer to as Mr P, complains that HSBC UK Bank Plc has unfairly applied a Credit Industry Fraud Avoidance System (“CIFAS”) marker against his name. What happened In 2020, Mr P applied for and received a £21,000 Bounce Back Loan (“BBL”) ... (3 pages)View decision -
Decision Reference DRN-6094969
17 Feb 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6094969 The complaint Mr O complains that Bank of Scotland plc trading as Halifax recorded a fraud marker about him with Cifas, a fraud prevention database, in connection with a mortgage application. What happened In 2024 Mr O applied to Halifax for a mortgage, through a broker. Ha... (3 pages)View decision -
Decision Reference DRN6233980
27 Jun 2014 Bank of Scotland Plc Not upheldBanking and creditMr K complains that Bank of Scotland plc trading as Halifax will not remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it.backgroundMr K applied for a mortgage with Halifax through a broker. Amongst the mater... (2 pages)View decision -
Decision Reference DRN-1909767
11 Dec 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-1909767 The complaint Mr K complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly recorded a marker at CIFAS the national fraud database. What happened Mr K applied for a credit card from Tesco Bank which was declined. He complained that Tesco Bank had added the m... (2 pages)View decision -
Decision Reference DRN4703546
6 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs A complain that Barclays Bank UK plc closed their accounts and placed a CIFAS marker against Mr A’s name. CIFAS is the UK’s fraud alert service. backgroundIn May 2017 Mr and Mrs A received a payment into their joint account with Barclays. The sending bank said that its customer... (2 pages)View decision -
Decision Reference DRN-4120063
22 Nov 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4120063 The complaint Miss W and Mr W complain that TSB Bank plc closed their joint account. Miss W wasn’t informed of the closure. Mr W’s details were registered with CIFAS the UK’s fraud alert system. Mr W wants the marker removed, the account reinstated and compensation. Mr W is rep... (4 pages)View decision -
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-3340380
10 Oct 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3340380 The complaint Mr S complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) unfairly recorded a CIFAS marker in relation to his conditional sale agreement with it. What happened Mr S entered into a conditional sale agreement with Santander... (4 pages)View decision -
Decision Reference DRN-5329529
21 Mar 2025 Nationwide Building Society Not upheldMortgagesDRN-5329529 The complaint Mr S complains that Nationwide Building Society unfairly registered a CIFAS marker against him, after he’d applied for a mortgage which was declined. What happened Mr S is represented in this case, but I will refer to Mr S only throughout, for ease. Mr S applie... (4 pages)View decision -
Decision Reference DRN5748726
21 Jan 2020 Barclays Bank UK PLC UpheldBanking and creditMiss P complains that Barclays Bank UK PLC closed her bank accounts without notice and unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. Miss P wants Barclays to remove the marker and pay compensation for the trouble and upset she was caused by Barcl... (4 pages)View decision