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 DRN5592328
7 Jul 2015 Santander UK Plc UpheldBanking and creditMr K complains that Santander UK plc registered him as making a fraudulent mortgage application on Cifas’ (the UK’s fraud prevention service) database. The complaint is brought on his behalf by his wife.backgroundWhen Mr K visited a Santander branch to open a bank acc... (2 pages)View decision -
Decision Reference DRN-2475076
4 Jan 2021 Bank of Scotland Plc UpheldMortgagesDRN-2475076 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) registered a marker at CIFAS, the national fraud database. What happened In 2015, Mr T applied for a Halifax mortgage through a broker. According to the electronic record of the application, the br... (2 pages)View decision -
Decision Reference DRN-3731254
6 Jan 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-3731254 The complaint Mr O complains that Starling Bank Limited added a marker to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that someone stole his phone and was able to access his account at Starling Bank using the app. He says he has no kn... (4 pages)View decision -
Decision Reference DRN-4706851
2 Apr 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4706851 The complaint Mr A is unhappy that Kroo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A opened an account with Kroo o... (3 pages)View decision -
Decision Reference DRN-3654895
21 Sep 2022 Santander UK Plc Not upheldMortgagesDRN-3654895 The complaint Mr A complains that Santander UK Plc made an entry on the CIFAS fraud prevention database in connection with a mortgage application he made. What happened Mr A applied for a mortgage with Santander. Santander refused his application. Some time later, Mr A learned ... (3 pages)View decision -
Decision Reference DRN-3557925
1 Jul 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3557925 The complaint Mr O complains that Starling Bank Limited registered a marker at CIFAS, the national fraud database when it closed his account. What happened Starling Bank says it received reports that payments made into Mr O’s account had been fraudulently obtained. Mr O told it... (3 pages)View decision -
Decision Reference DRN-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (2 pages)View decision -
Decision Reference DRN-4206538
20 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4206538 The complaint Mr K complains that Barclays Bank UK PLC unfairly registered a fraud marker against him. What happened In 2017 Mr K received a payment into one of his accounts that was later confirmed by another bank to be the result of fraudulent activity. Barclays looked at the... (5 pages)View decision -
Decision Reference DRN-3431292
6 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3431292 The complaint Mr E complains Monzo Bank Ltd unfairly recorded a Cifas marker against him on the national fraud database. He wants the marker removed. What happened Mr E is a minor and is represented by his father in bringing this complaint. Mr E opened a Monzo account in Novemb... (5 pages)View decision -
Decision Reference DRN-4799801
15 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4799801 The complaint Mr E has complained that HSBC UK Bank Plc registered a marker against him at CIFAS, the national fraud database. What happened In September 2021, Mr E applied for a current account with HSBC. The application asked where he’d lived in the last 3 years. He provided ... (3 pages)View decision