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-5520454
9 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5520454 The complaint Mr L has complained Clydesdale Bank plc, trading as Virgin Money lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In September 2023 Mr L’s account with Virgin Money was closed. This took place after he’d received t... (3 pages)View decision -
Decision Reference DRN-4582593
1 Feb 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4582593 The complaint Mr A has complained J D Williams & Company Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In May 2021 Mr A bought two mobile phones using his account with J D Williams. As he’d changed his mind about the... (2 pages)View decision -
Decision Reference DRN-4783466
16 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783466 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) unfairly applied an adverse fraud marker against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decisi... (2 pages)View decision -
Decision Reference DRN2202800
5 Jun 2020 Close Brothers Limited UpheldBanking and creditMrs D complains Close Brothers Limited are unfairly pursuing her for a debt which is not hers.She would like any trace of this debt to be removed from her credit file and to be compensated.backgroundMrs D received notice of some finance which had been taken out with Close Brothers in her n... (2 pages)View decision -
Decision Reference DRN-3444534
29 Apr 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3444534 The complaint Mr O complains TSB Bank plc (“TSB”) unfairly registered a fraud marker against him and closed his account. What happened Mr O opened a TSB account in April 2020. Later that month he received several payments into his account, which he withdrew on the same day. The... (3 pages)View decision -
Decision Reference DRN-2730272
10 Jun 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2730272 The complaint Mr D complains that Bank of Scotland plc trading as Halifax closed his account and registered a marker at CIFAS, the national fraud database. What happened Mr D says that he was the victim here and that the marker is affecting his ability to open an account elsewh... (3 pages)View decision -
Decision Reference DRN-3994190
27 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3994190 The complaint Mr M complains that National Westminster Bank Plc has added a marker about him at CIFAS, the national fraud database. What happened NatWest said it added a marker and decided to close Mr M’s account when it received information that he’d been in receipt of fraudul... (3 pages)View decision -
Decision Reference DRN-5827642
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827642 The complaint Mr S complains that Santander UK Plc unfairly recorded adverse information about him with fraud prevention agencies. What happened Around February 2020, following a review by Santander into some transactions carried out via Mr S’s account, the bank decided to l... (3 pages)View decision -
Decision Reference DRN8825859
19 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditMr N complains that Bank of Scotland plc (trading as Halifax) will not remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it.backgroundI’ve issued two provisional decisions on this case. The... (3 pages)View decision -
Decision Reference DRN-3330316
10 Mar 2022 Bank of Ireland (UK) Plc UpheldMortgagesDRN-3330316 The complaint Mr and Mrs K complain that Bank of Ireland (UK) Plc refused to allow them to complete their self build mortgage and recorded information about them on the CIFAS fraud prevention database following their application. What happened Mr and Mrs K applied to BoI for a ... (3 pages)View decision