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-4009674
27 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4009674 The complaint Miss K complains that Monzo Bank Ltd added a marker at CIFAS, the national fraud database, when it closed her account. What happened Miss K says she found out about the marker when accounts she had at other financial businesses were closed. She says she hasn’t bee... (3 pages)View decision -
Decision Reference DRN-2469509
18 Jan 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2469509 The complaint Mrs M complains that Hitachi Capital (UK) Plc trading as Hitachi Capital Consumer Finance has unfairly registered a marker at CIFAS, the national fraud database. What happened Mrs M says that she found out in December 2019 that there was a marker when her applicat... (3 pages)View decision -
Decision Reference DRN-6045803
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6045803 The complaint Mr H complains that NATIONAL WESTMINSER BANK PUBLIC LIMITED COMPANY recorded a marker against him with Cifas, a fraud prevention database, in connection with a mortgage application. What happened In 2022 Mr H says he made a general enquiry with a mortgage broke... (3 pages)View decision -
Decision Reference DRN-3068151
29 Sep 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-3068151 The complaint Mr F is unhappy that Metro Bank PLC closed his account and placed a fraud marker against his name. What happened Mr F says that in June 2020 he brokered a car for a third-party through a rental company he had a pre-existing relationship with. The third-party wasn’... (6 pages)View decision -
Decision Reference DRN-5311411
25 Jun 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5311411 The complaint Miss A has complained Clydesdale Bank plc, trading as Virgin Money, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened a savings and current account with Virgin Money on 12 June 2024. Very soon after sh... (3 pages)View decision -
Decision Reference DRN-3152434
20 Jan 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3152434 The complaint Miss R complains that Bank of Scotland plc (trading as Halifax) closed her account without an explanation and recorded a marker with the fraud prevention agency CIFAS. She’d like the account reinstated and an apology. What happened Miss R held an account with Hali... (3 pages)View decision -
Decision Reference DRN-3454391
30 Jun 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3454391 The complaint Mr F is unhappy Metro Bank PLC loaded a fraud marker against his name. What happened At the beginning of March 2021 Mr F says that he saw an advertisement via a social media platform regarding a cryptocurrency investment. Mr F says that he carried out due diligenc... (3 pages)View decision -
Decision Reference DRN6309683
2 Dec 2020 Bank of Scotland Plc Not upheldBanking and creditComplaint Miss D is unhappy that Bank of Scotland plc, trading as Halifax, closed her account and loaded a Credit Industry Fraud Awareness (CIFAS) marker. She’d like the marker removed. Background In July 2018 three cheques were paid into Miss D’s Halifax account. These cheques were return... (4 pages)View decision -
Decision Reference DRN-4056032
11 Apr 2023 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4056032 The complaint Mr S complains that Sainsbury’s Bank Plc declined his loan application and had added a marker incorrectly at CIFAS, the national fraud database. What happened Sainsbury’s Bank said that it hadn’t made a mistake. Mr S had applied for a personal loan in December 202... (4 pages)View decision -
Decision Reference DRN4663805
3 Dec 2019 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc is holding him responsible for disputed withdrawals from his account and has registered a fraud marker on CIFAS the national fraud database.backgroundMr A opened an account with Santander on 30 June 2016. On 18 August 2016 credits of £14,000 were transf... (3 pages)View decision