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-5950965
28 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5950965 The complaint Miss M has complained TSB Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss M held an account with TSB. This wasn’t her only account so when her cousin needed somewhere to enable his universal credits ... (2 pages)View decision -
Decision Reference DRN-2900243
29 Jun 2021 Starling Bank Limited UpheldBanking and PaymentsDRN-2900243 The complaint Mr G complains that Starling Bank Limited treated him unfairly when he applied for an account with it. What happened I issued my provisional decision on this complaint on 9 June 2021. I’ve set this out below. These were my provisional conclusions, subject to any ... (3 pages)View decision -
Decision Reference DRN0147754
10 Dec 2019 Nationwide Building Society Not upheldBanking and creditMiss N complains that Nationwide Building Society unfairly placed a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. Miss N wants Nationwide to remove the marker. And pay her compensation for the trouble and upset caused.backgroundMiss N had several accounts with Natio... (3 pages)View decision -
Decision Reference DRN-3773356
13 Dec 2022 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-3773356 The complaint Mr M complains that Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance (“Hitachi”) unfairly recorded a CIFAS marker in relation to an application he made for borrowing. What happened Mr M attempted to purchase goods from a retailer using finance pro... (3 pages)View decision -
Decision Reference DRN4823440
20 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMrs O has complained that Lloyds Bank Plc recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. CIFAS is one of the UK’s fraud prevention agencies.what happenedFollowing an account review in June 2018, Lloyds gave Mrs O notice they were going to close her accou... (3 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN-2595665
15 Feb 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2595665 The complaint Mr A complains that Santander UK Plc unfairly blocked and then closed his personal and business bank accounts without good reason. What happened I issued my provisional decision of 21 January 2021, which forms part of this final decision. In my provisional decisio... (4 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-3378167
31 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3378167 The complaint Mr M complains about a fraud prevention marker recorded by BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened In April 2017, Mr M went to a dealership to look at replacing his car. He says he spoke to a salesperson at the dealershi... (3 pages)View decision -
Decision Reference DRN-3104916
10 Nov 2021 Santander UK Plc Not upheldMortgagesDRN-3104916 The complaint Mr H complains that Santander UK Plc made an entry about him on a fraud prevention database (CIFAS) following an unsuccessful mortgage application. What happened Mr H applied for a mortgage in 2017, which was declined by Santander. He raised a complaint as he foun... (2 pages)View decision