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 1668 results
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Decision Reference DRN2064856
2 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMr W complains that Bank of Scotland plc trading as Birmingham Midshires wrongly recorded a Credit Industry Fraud Avoidance System (CIFAS) entry against his name. Mr W is represented in this complaint by his father – Mr W senior.backgroundMr W took out a mortgage wi... (2 pages)View decision -
Decision Reference DRN2127318
29 Aug 2019 Capital One (Europe) plc Not upheldBanking and creditMr G complains Capital One (Europe) plc unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this has stopped him from getting a mortgage. He wants Capital One to remove the marker and compensate him for the distress and inconvenience the marker... (5 pages)View decision -
Decision Reference DRN-4284046
13 Dec 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-4284046 The complaint Mr H complains that Metro Bank PLC unfairly closed his accounts. What happened Mr H opened two accounts with Metro Bank on 25 May 2023. One was opened online, and the other in branch. Metro Bank carried out it’s account opening process, which included due diligenc... (2 pages)View decision -
Decision Reference DRN-5720536
28 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5720536 The complaint Mr A complains that Kroo Bank Ltd blocked and then closed his account, and that it registered a CIFAS marker against his name. CIFAS is the UK’s main fraud alert and prevention register. What happened Mr A had an account with Kroo Bank. On 25 April 2024 he rece... (3 pages)View decision -
Decision Reference DRN-5409393
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5409393 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) recorded a Cifas marker against him when they shouldn’t have. He says this has caused him considerable distress and inconvenience and financial loss. He’d like to be put back in the position he would’ve been ... (3 pages)View decision -
Decision Reference DRN3696496
10 Jan 2020 Virgin Money plc UpheldBanking and creditMrs D complains that Virgin Money Plc (Virgin) incorrectly placed fraud prevention markers on her account, and that this has caused her distress and inconvenience.backgroundIn September 2018 Mrs D applied for a Virgin credit card account. Her application was granted, and her identification... (2 pages)View decision -
Decision Reference DRN3732462
1 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr J feels that Nationwide Building Society (“NBS” for short) has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file.backgroundMr J had a bank account with NBS. Another business placed a marker on Mr J’s Cifas file. (Mr... (2 pages)View decision -
Decision Reference DRN5047864
18 Jun 2018 Black Horse Limited UpheldBanking and creditMiss W complains that Black Horse Limited has unfairly recorded information about her with a third party fraud prevention service.backgroundIn November 2014 Miss W applied for finance with Black Horse through a car dealership. The dealership submitted her application, b... (3 pages)View decision -
Decision Reference DRN-3128290
24 Feb 2022 Skipton Building Society UpheldMortgagesDRN-3128290 The complaint Mr A complains that Skipton Building Society (“Skipton”) made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr A applied for a mortgage with Skipton in January 2019. Skipton refused the applicati... (3 pages)View decision -
Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision
