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 DRN9890433
12 Dec 2019 National Westminster Bank Plc UpheldBanking and creditComplaintMr A complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr A had an account with NatWest for a number of years. In April 2019, a cheque for £24,500 was paid into it. NatWest contacted Mr A as this ... (3 pages)View decision -
Decision Reference DRN-3160563
14 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3160563 The complaint Mr N complains that National Westminster Bank Plc has registered a marker about him at CIFAS, the national fraud database. What happened Mr N says he has found out that when NatWest closed his account in April 2016 it had registered the marker. He says he hasn’t b... (3 pages)View decision -
Decision Reference DRN-5546403
21 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5546403 The complaint Mr B complains about a fraud prevention marked recorded by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi), following a car finance loan application. What happened In May 2024, Mr B made an application for a loan to finance ... (3 pages)View decision -
Decision Reference DRN-5240336
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5240336 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) applied a fraud marker against her, withheld her funds, and closed her accounts. Miss W adds that Barclays’ actions have caused her substantive distress, financial hardship, and inconvenience, and so it should ... (5 pages)View decision -
Decision Reference DRN-3896602
24 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3896602 The complaint Mr H complains that Lloyds Bank PLC added a marker to CIFAS, the national fraud database, when it closed his account. What happened Lloyds Bank said it had received a report that 33 payments which came to £2,446 made into Mr H’s account had been obtained fraudulen... (3 pages)View decision -
Decision Reference DRN-5505788
4 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5505788 The complaint Mr O complains that Bank of Scotland plc trading as Halifax made an entry on the Cifas fraud prevention database in connection to his mortgage application. What happened Mr O applied for a joint mortgage with Halifax in 2024. The application recorded that he wa... (3 pages)View decision -
Decision Reference DRN-3020405
30 Aug 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3020405 The complaint Mr C has complained about Santander UK Plc blocking and closing his account. What happened In 2019, Santander carried out a review of Mr C’s current account. They found that another business had put information on CIFAS – the national fraud prevention agency – whi... (4 pages)View decision -
Decision Reference DRN-5013436
30 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5013436 The complaint Mr G complains that American Express Services Europe Limited (AESEL) recorded information about him on the Cifas national fraud database. What happened Mr G had an account with AESEL. In April 2023, AESEL emailed Mr G to say it had suspended his account while i... (3 pages)View decision -
Decision Reference DRN-3487822
1 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3487822 Complaint Mr S is unhappy that National Westminster Bank Plc (“NatWest”) closed his account and loaded a Cifas marker against his name. Background In 2020, Mr S received a payment for £4,000 into his account. He withdrew this money over the counter in his local branch. The bank... (2 pages)View decision -
Decision Reference DRN-4132822
11 Jul 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4132822 The complaint Mr A has complained that American Express Services Europe Limited (who I’ll shorten to AMEX) 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. AMEX re... (2 pages)View decision