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-2777559
26 Apr 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2777559 The complaint Mr N is unhappy with Barclays Bank UK PLC because they applied a CIFAS marker against him in 2016. Barclays have removed the CIFAS marker, apologised and offered £800.00. What happened A third-party bank closed Mr N’s bank account when he applied for a personal lo... (3 pages)View decision -
Decision Reference DRN-5639795
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5639795 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 HSBC received a fraud report from another bank about a payment made into Mr M’s HSBC account. This payment was for... (3 pages)View decision -
Decision Reference DRN-3650710
26 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3650710 The complaint Mr P is unhappy that Madison CF UK Limited, trading as 118 118 Money (“118”), recorded a fraud marker against his name using the Cifas database. What happened Mr P approached Cifas and asked it what information it held on him after he had issues with existing, and... (4 pages)View decision -
Decision Reference DRN-3942898
4 Aug 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3942898 The complaint Mr A complains HSBC UK Bank Plc closed his account and registered his details with CIFAS the UK’s fraud alert service. Mr A would like £515.68 returned and the CIFAS removed. What happened Mr A had an account with HSBC. On 28 September 2021 Mr A received a credit... (3 pages)View decision -
Decision Reference DRN-3384591
20 May 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3384591 The complaint Miss A is unhappy that Starling Bank Limited placed a fraud marker against her name. What happened Miss A had an account with Starling. In March 2021 Starling received two reports from third- party banks informing it that Miss A had received payment from one of it... (3 pages)View decision -
Decision Reference DRN-4158369
17 Jul 2023 National Westminster Bank Plc Not upheldMortgagesDRN-4158369 The complaint Mrs B complains that National Westminster Bank Plc recorded an entry about her on a fraud prevention database following her failed mortgage application to it. What happened Mrs B applied for a mortgage with NatWest, via a broker, in 2019 but the application was de... (3 pages)View decision -
Decision Reference DRN-3476320
19 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3476320 The complaint Mr O is a sole trader. He complains that Santander UK PLC unfairly declined his Bounce Back Loan application and closed his accounts without notice or explanation. What happened Mr O banked with Santander, holding four accounts. Mr O applied to Santander for a Bou... (5 pages)View decision -
Decision Reference DRN-2446983
16 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2446983 The complaint Miss A complains that Santander UK Plc closed her account and added a marker at CIFAS, the national fraud database. What happened Miss A says that she was contacted by Santander in April 2019 about money she received into her account. She says that this was the re... (3 pages)View decision -
Decision Reference DRN-3861198
12 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3861198 The complaint Mr D complains that Santander UK Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says that the marker is affecting his ability to open a bank account elsewhere and he knows nothing about any fraudulent money... (3 pages)View decision -
Decision Reference DRN-5035591
27 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5035591 The complaint Mr A complains that Santander UK Plc has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file. Mr A is also unhappy with the service he received from Santander. What happened Mr A was a long-standing customer of San... (4 pages)View decision