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 DRN8257757
17 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMiss T was the victim of identity fraud. She complains about the way Lloyds Bank PLC handled this and doesn’t feel it did enough to protect her. background Two accounts were opened with Lloyds using Miss T’s details - one in May 2015 and another in August 2015. After th... (2 pages)View decision -
Decision Reference DRN5693910
23 Feb 2017 Coventry Building Society Not upheldBanking and creditMr S complains that Coventry Building Society unfairly and unreasonably recorded an entry against his name with Credit Industry Fraud Avoidance Service (“CIFAS”), a fraud prevention register. He wants the entry removed.backgroundMr S applied for a mortgage to Coventry in 20... (2 pages)View decision -
Decision Reference DRN-3878733
17 Jan 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3878733 The complaint Mr U complains that Starling Bank Limited added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr U says that he was acting for a company and sold a marketing service and received payment. He doesn’t think that the marker... (3 pages)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN-4390956
21 Dec 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4390956 Complaint Mr G is unhappy that Metro Bank PLC (trading as RateSetter) loaded a Cifas marker against his name. Background In October 2021, Mr G applied for a loan with RateSetter. His first payment was due on 1 November 2021 but he didn’t make it. RateSetter contacted him about ... (2 pages)View decision -
Decision Reference DRN-4105394
12 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4105394 The complaint Mr G is unhappy that Monzo Bank Ltd placed a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G held a bank account with Monzo. In February 2021, Monzo receiv... (2 pages)View decision -
Decision Reference DRN-2920249
26 Aug 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2920249 The complaint Mr O complains that Starling Bank Limited loaded a CIFAS marker against him on the National Fraud Database. He’d like the marker removed and compensation for the impact caused to him. What happened In April 2020 Starling received notification from another bank, I’... (4 pages)View decision -
Decision Reference DRN-2687551
13 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2687551 The complaint Mr D complained because Bank of Scotland plc, trading as Halifax, refused to refund him for fraudulent funds paid into his account; closed his account; and sent his details to the fraud prevention organisation CIFAS. Mr D wants the money paid back to him, the acco... (4 pages)View decision -
Decision Reference DRN-4966568
19 Sep 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4966568 The complaint Mr A has complained that Astrenska Insurance Limited declined a claim he made on a travel insurance policy, voided the policy and applied a fraud marker to his personal details. What happened In January 2024, Mr A had some cash stolen by pickpockets whilst he ... (3 pages)View decision -
Decision Reference DRN2447236
14 Feb 2019 Santander UK Plc UpheldBanking and creditMr J complains that Santander UK Plc closed his account and placed a CIFAS fraud marker on his account without telling him. As a result of this he found he was unable to open a new account with another bank.backgroundMr J had two accounts with Santander: a curren... (3 pages)View decision