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-3372211
23 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3372211 Complaint Mr M is unhappy that Santander closed his account and record a Cifas marker against his name. Background Mr M had an account with Santander. In November 2020, the account received two payments that Santander were concerned about. Santander closed Mr M’s account and lo... (3 pages)View decision -
Decision Reference DRN4961152
1 Nov 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K complains that Advantage Insurance Company Limited voided his car insurance policy and recorded his details on CIFAS, the insurance fraud database. Asa result he can’t get car insurance.backgroundMr K set up a car insurance policy online in 2014. He said he had a ... (2 pages)View decision -
Decision Reference DRN-5481716
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5481716 The complaint Mr O has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened In May 2024 Mr O’s account with NatWest was blocked. This took place after he’d received a cred... (2 pages)View decision -
Decision Reference DRN-4985444
11 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4985444 The complaint Mr O has complained Nationwide Building Society won’t remove a fraud-related marker they’ve lodged in his name. What happened In January 2024 Mr O submitted a direct debit indemnity claim to Nationwide. He believed there were direct debits for £375 being paid f... (3 pages)View decision -
Decision Reference DRN-2209663
2 Nov 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2209663 The complaint Mr D complains that Lloyds Bank PLC, blocked and then closed his account. He’s also unhappy that Lloyds didn’t tell him it intended to log information about him with CIFAS, the UK’s fraud alert service. And didn’t tell him about payments which debited his account ... (3 pages)View decision -
Decision Reference DRN-2176393
14 Oct 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-2176393 The complaint Mr S complains that NewDay Ltd trading as Aqua has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr S sent NewDay a cheque for £3,100 dated 25 June 2019 to pay to his credit card account. That cheque was returned unpaid. But befor... (3 pages)View decision -
Decision Reference DRN2557252
7 May 2020 Clydesdale Bank Plc Not upheldBanking and creditComplaintMr M has complained that Clydesdale Bank Plc closed his account and registered a fraud marker against his name.BackgroundMr M’s account received a credit of £8,800 on 26 June 2017. On 26 and 27 June, his debit card was used to buy foreign currency and to make payments to a mobile ... (3 pages)View decision -
Decision Reference DRN-6113463
10 Feb 2026 Santander UK Plc Not upheldMortgagesDRN-6113463 The complaint Mr K complains that Santander UK Plc reported him to CIFAS, a fraud protection database, in connection with a mortgage application. What happened Mr K and his wife applied jointly for a mortgage with Santander. They say they applied through a broker, who submit... (3 pages)View decision -
Decision Reference DRN-3857823
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3857823 The complaint Mr M complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr M says he opened an account in July 2021 to trade in cryptocurrency. And that he was tricked by friends to allow payments int... (2 pages)View decision -
Decision Reference DRN-1576360
30 Mar 2020 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-1576360 The complaintMr P complains that Shop Direct Finance Company Limited (“Shop Direct”): held him responsible for repaying debts on credit accounts which his ex-wife, without his knowledge or consent, opened and operated in his name; and placed defaults and other markers against... (3 pages)View decision