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 DRN4206903
5 Mar 2020 Shop Direct Finance Company Limited UpheldBanking and creditMr C complains that Shop Direct Finance Company Limited wrongly recorded a CIFASmarker against his name. CIFAS is the UK’s fraud alert service. Mr C says that, as a result ofthe marker, he lost significant sums in earnings. He wants Shop Direct to compensate himfor those losses.backgroundI... (3 pages)View decision -
Decision Reference DRN3396714
26 Mar 2019 Santander UK Plc Not upheldBanking and creditMr J complains that Santander UK Plc acted unfairly and unreasonably when dealing with his mortgage application. He wants to find out why his application wasn’t successful.backgroundMr J wanted a mortgage from Santander, and said that his application wasn’t successful, ... (2 pages)View decision -
Decision Reference DRN7798133
8 May 2018 Accord Mortgages Limited Not upheldBanking and creditMr F complains Accord Mortgages Limited was wrong to report him to the Credit Industry Fraud Avoidance System (CIFAS) following an unsuccessful mortgage application.backgroundMr F is unhappy that following an unsuccessful mortgage application in December 2015 Accord applied ... (2 pages)View decision -
Decision Reference DRN-5582490
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582490 The complaint Mr G had an account with Nationwide Building Society. Nationwide loaded a marker about him with Cifas, the national fraud database. Mr G is unhappy with the Cifas loading. What happened I’m aware Mr G has made other complaints to our service. This decision will... (3 pages)View decision -
Decision Reference DRN-3386978
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3386978 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) closed his account and registered a Cifas marker against him without due cause. What happened In May and June 2020, four payments were made into Mr M’s Lloyds account totalling approximately £300. The funds were remov... (3 pages)View decision -
Decision Reference DRN5124389
21 Mar 2014 Lloyds Bank PLC Not upheldBanking and creditMr M and Mrs N complain that Lloyds Bank PLC closed their accounts and recorded a CIFAS marker against them. They are unhappy that Lloyds has failed to provide a full explanation of their actions.Mr M and Mrs N are represented by solicitors in referring their complaint here.backgroun... (2 pages)View decision -
Decision Reference DRN-5890520
27 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5890520 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in January 2024 not long before his seventeenth birthday. In March of that year Monzo received f... (3 pages)View decision -
Decision Reference DRN6580389
23 Jan 2020 Bank of Scotland Plc UpheldBanking and creditMr G complains that Bank of Scotland plc closed his account and recorded information with CIFAS, the UK’s fraud alert service. backgroundIn 2016 Mr G received a payment into his account, which Bank of Scotland identified as fraudulent. That is, the holder of the account from which the paym... (2 pages)View decision -
Decision Reference DRN-4368028
12 Mar 2024 Koto Card Limited UpheldBanking and PaymentsDRN-4368028 The complaint Mr B complains that Koto Card Limited unfairly recorded a marker against him with the fraud prevention agency CIFAS, which was subsequently removed. He’d like compensation for the disruption this caused. What happened The facts of this case are known to both parti... (2 pages)View decision -
Decision Reference DRN-3667585
20 Oct 2022 TSB Bank plc Not upheldMortgagesDRN-3667585 The complaint Mr M complains that TSB Bank plc won’t agree to remove a marker against his name on a fraud prevention database - CIFAS. TSB added the marker in connection with a mortgage application Mr M made. What happened The circumstances of this complaint are well known to b... (3 pages)View decision