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-5854936
16 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5854936 The complaint Mr O complains about a fraud marker that was reported in relation to a finance application with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”). What happened As both parties are familiar with the circumstances of this com... (3 pages)View decision -
Decision Reference DRN8581626
25 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr A complains that Barclays Bank UK plc closed his account without warning and placed a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. backgroundIn June 2017 two credits were paid to Mr A’s account with Barclays. They totalled £3,100. On the same day there were ... (2 pages)View decision -
Decision Reference DRN-4857238
1 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4857238 The complaint Mr A complains that Starling Bank Limited unfairly lodged a marker against him with a fraud prevention service - CIFAS. What happened Mr A had a Starling account which received payments into it from different people, some of them were later reported as being part ... (4 pages)View decision -
Decision Reference DRN-5382202
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5382202 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) closed his account and applied an adverse fraud marker against him. Mr K says the application of the marker has caused him substantive distress. To put things right, Mr K wants Monzo to remove the fraud marker. What happe... (4 pages)View decision -
Decision Reference DRN-5845085
20 Oct 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5845085 The complaint Mr and Ms G complain that The Mortgage Works (UK) Plc (TMW) refused them a buy to let mortgage and reported Mr G to a fraud prevention database. Mr G complains about the marker reported about him, and they both complain about the increased cost of the mortgage ... (4 pages)View decision -
Decision Reference DRN-3839738
8 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3839738 The complaint Mr M complains that Santander UK plc (‘Santander’) registered him with Cifas without due cause. What happened The circumstances of this complaint are well-known to both parties, so I will not repeat every detail here. But, in summary, in February 2022 four paymen... (3 pages)View decision -
Decision Reference DRN-3429152
21 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3429152 The complaint Mr K is unhappy that Santander UK Plc declined his mortgage application then recorded a marker against him on a fraud prevention database. What happened Mr K made an online application with Santander on 1 March 2019 for a mortgage to purchase a property. Santander... (3 pages)View decision -
Decision Reference DRN-4337593
11 Sep 2023 PayrNet Limited Not upheldBanking and PaymentsDRN-4337593 The complaint Mr M is unhappy that PayrNet Limited loaded an adverse 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 M held an account with Rewire, an agent of PayrNet. In... (4 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 -
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