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-5985677
12 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5985677 The complaint I, a limited company, has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in their name. What happened Mr E is a director of I. In October 2024 Mr E, on behalf of I, applied for a business account with HSBC. In support of this app... (3 pages)View decision -
Decision Reference DRN-3107441
11 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3107441 The complaint Miss Y complains that Santander UK Plc registered a marker about her at CIFAS, the national fraud database. What happened Santander said that Miss Y received £5,000 into her account on 12 July 2019. It said it identified that this money was fraudulently obtained. ... (2 pages)View decision -
Decision Reference DRN-4862476
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4862476 The complaint Mr M complains that Monzo Bank Ltd (Monzo) have unfairly applied a fraud prevention marker against him. He’d like it removed. Mr M is represented by his mother, Mrs M. What happened The facts of this complaint are well known to both parties, so I’ve only provid... (3 pages)View decision -
Decision Reference DRN-4255737
19 Jul 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4255737 The complaint Mr K has complained that Bank of Scotland plc registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In summer 2020, Mr K received about £2,500 for the sal... (5 pages)View decision -
Decision Reference DRN-2416665
8 Jan 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2416665 The complaint Mr O complains that Nationwide Building Society unfairly registered a marker at CIFAS, the national fraud database. What happened Mr O had accounts with Nationwide. In January 2020 Nationwide told him that it was closing his accounts. Mr O complained that it had a... (2 pages)View decision -
Decision Reference DRN2367740
31 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss C complains that Barclays Bank UK PLC has closed her account and placed a fraud related marker against her record. She hasn’t been able to open another account.backgroundOn 4 May 2018 a credit of £1,000 was paid into Miss C’s account. The following day Miss C transferred it to another... (2 pages)View decision -
Decision Reference DRN-2786311
18 Feb 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2786311 Complaint Mr Z is unhappy with Capital One (Europe) plc’s decision to load a Cifas marker against his name. Background Mr Z had a credit card with Capital One. In June 2018, a direct debit payment was made to that credit card account for £1,145.04. It came from a current accoun... (2 pages)View decision -
Decision Reference DRN-5101474
11 Dec 2024 Skipton Building Society Not upheldMortgagesDRN-5101474 The complaint Ms K complains that Skipton Building Society unfairly recorded a marker against her with CIFAS, a fraud prevention agency, following a mortgage application. What happened In July 2021 Ms K applied for a mortgage with Skipton via a broker. The mortgage applicati... (2 pages)View decision -
Decision Reference DRN6736719
8 Feb 2018 National Westminster Bank Plc Not upheldBanking and creditMr D has complained National Westminster Bank Plc placed a fraud marker on his record. He believes they can’t do this as they agreed to limit any impact on his credit record when requiring him to pay a debt on his credit card account.backgroundIn late 2014 anoth... (2 pages)View decision -
Decision Reference DRN-4149876
21 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4149876 The complaint Mr G complains that Santander UK Plc registered a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr G says he found out about the marker in August 2022 when he tried to open an account with a different financial b... (3 pages)View decision