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-3854741
4 Apr 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3854741 The complaint Miss O complains that Santander UK Plc closed her account and registered information with CIFAS, the UK’s fraud database. What happened Ms O had an account with Santander. In April 2021 she received a payment of £8,685 from a third party, who I’ll call B. But Sant... (3 pages)View decision -
Decision Reference DRN-4303287
13 Dec 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4303287 Complaint Miss A is unhappy that Revolut Ltd loaded a Cifas marker against her name. Background Miss A had an account with Revolut. On 12 May 2022, £999.74 was deposited into that account. Three minutes later, those funds were transferred to a third party. On 24 May, the person... (2 pages)View decision -
Decision Reference DRN-3340922
28 Feb 2022 Clydesdale Bank Plc UpheldMortgagesDRN-3340922 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, treated him unfairly by recording information about him on fraud prevention databases following a mortgage application. What happened In 2018, Mr D applied for a mortgage of around £411,000 plus fee... (2 pages)View decision -
Decision Reference DRN9524185
24 May 2016 HSBC Bank plc Not upheldBanking and creditMr B complains that HSBC Bank Plc failed to upgrade his account when he asked it to do so. He also says that HSBC carried out searches on his credit file which have affected his ability to obtain credit. He wants HSBC to remove the searches and pay him compensati... (2 pages)View decision -
Decision Reference DRN0246599
6 Mar 2015 Co-operative Bank Financial Advisers Ltd UpheldInvestment and pensionsMr and Mrs D are being represented by a claims management company. Their complaint about Co-operative Bank Financial Advisers Ltd (“CIFAS”) concerns advice they received between 2007 and 2009, which they do not believe was suitable for them. In particular, their representative believes th... (7 pages)View decision -
Decision Reference DRN9568801
9 Mar 2015 Santander UK Plc UpheldBanking and creditMr J complains that the actions of Santander UK Plc (“the bank”) following an incident where he was a victim of identity fraud mean that he can’t now open an account at another bank.backgroundMr J says that he was the victim of identity fraud, and that various transactions were carried... (2 pages)View decision -
Decision Reference DRN8155235
3 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs A complain Bank of Scotland plc (trading as Halifax) has added fraud markers against their names based on incorrect information.Mr and Mrs A want the markers to be removed as they say it’s damaging to them. They’d also like an apology from Halifax and com... (2 pages)View decision -
Decision Reference DRN-5056787
10 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5056787 The complaint Miss C is unhappy that Prepay Technologies Limited applied a Cifas marker against her name. She would like the marker removed. Monese is an agent of Prepay Technologies Limited, but I shall refer to Monese throughout this decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-2009541
21 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr S complains Barclays Bank UK PLC has unfairly closed his business account and recorded a CIFAS marker against him. He would like his account to be re-instated, the marker to be removed, a full investigation and to be compensated. He brings this complaint on behalf of his b... (3 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision