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
-
Decision Reference DRN-5713458
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5713458 The complaint Mr F complains that Capital One (Europe) plc recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In March 2024 Capita... (2 pages)View decision -
Decision Reference DRN3784780
12 Sep 2016 Santander UK Plc Not upheldBanking and creditThis complaint is about what happened when Mr D made a mortgage application to Santander UK Plc.Santander recorded a fraud indicator (which it later removed). But Mr D’s borrowing application was declined and he holds Santander responsible for five figure losses he’... (2 pages)View decision -
Decision Reference DRN8175300
10 Sep 2013 American Express Services Europe Limited Not upheldBanking and creditMr T complains, in summary, that American Express Services Europe Limited blocked and closed his charge card account without warning, and that its customer service was unsatisfactory. backgroundMr T complained that his charge card was blocked without warning and then later closed. Mr T c... (3 pages)View decision -
Decision Reference DRN-3391796
22 Apr 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3391796 The complaint Mr S complains that Nationwide Building Society registered a fraud marker at CIFAS, the national fraud database. What happened In April 2017 Mr S disputed four payments that had been made online from his account to a betting company in December 2016. The total of ... (3 pages)View decision -
Decision Reference DRN0169088
4 Dec 2017 American Express Services Europe Limited Not upheldBanking and creditMr A complains that American Express Services Europe Limited registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his credit file.backgroundMr A opened an Amex account in March 2014. He used the account and says he told Amex he was having financial... (3 pages)View decision -
Decision Reference DRN-1942697
14 Oct 2020 Black Horse Limited Not upheldConsumer CreditDRN-1942697 The complaint Mr S complains that Black Horse Limited trading as Black Horse Finance has unfairly recorded information about him at CIFAS, the national fraud database. What happened Mr S applied for car finance through a dealership in July 2018. When Black Horse Finance reviewe... (2 pages)View decision -
Decision Reference DRN-2691157
18 Mar 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2691157 The complaint Mr B complains that, when he applied online for an account with Santander UK Plc, the account was opened but later blocked. He received notice from Santander to say it was withdrawing its banking facilities and the account was closed. Mr B says he wants the accoun... (4 pages)View decision -
Decision Reference DRN-5560574
21 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5560574 The complaint Mr W has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In late 2023 Mr W opened an account with Kroo. Mr W has said that he never made any transactions on the account and only opened i... (3 pages)View decision -
Decision Reference DRN-5756211
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756211 The complaint Mr N complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN-3119814
14 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3119814 The complaint Mr G complains that Barclays Bank UK PLC (‘Barclays’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them in detail here. But in summary, in Mr G’s accoun... (3 pages)View decision