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-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 DRN6468562
18 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc registered an adverse mark with CIFAS in 2012 which he says it shouldn’t have done. Mr A wants it removed. He says it prevents him from having normal banking relationships and he wants compensation from Bank of Scotland. He... (2 pages)View decision -
Decision Reference DRN-5718093
28 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5718093 The complaint M J has complained Nationwide Building Society unfairly lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. Mr J also says Nationwide has not dealt with his chargeback requests fairly. What happened Mr J had a current account with... (5 pages)View decision -
Decision Reference DRN-3797282
1 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3797282 The complaint Miss Y complains that Metro Bank PLC has added a marker about her at CIFAS, the national fraud database. What happened Miss Y says she received notice her account was going to be closed in January 2022. And she says she hadn’t been involved in any fraudulent activ... (3 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 -
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-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 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 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