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 1602 results
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Decision Reference DRN-2936455
4 Aug 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2936455 The complaint Mr S complains that TSB Bank PLC (TSB) unfairly registered a fraud marker against his name. To put things right, he wants TSB to remove the marker and pay him compensation. What happened On 13 April 2017, TSB applied a fraud marker against Mr S’s name with CIFAS, ... (2 pages)View decision -
Decision Reference DRN2064856
2 Mar 2018 Bank of Scotland Plc UpheldBanking and creditMr W complains that Bank of Scotland plc trading as Birmingham Midshires wrongly recorded a Credit Industry Fraud Avoidance System (CIFAS) entry against his name. Mr W is represented in this complaint by his father – Mr W senior.backgroundMr W took out a mortgage wi... (2 pages)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision -
Decision Reference DRN-1764987
25 Nov 2020 Santander UK Plc UpheldBanking and PaymentsDRN-1764987 The complaint Ms C complained that Santander UK Plc registered a fraud prevention marker against her without due cause. What happened In 2014 after Ms C applied for an account with Santander, they declined her application and referred her details to Cifas as they thought she ha... (2 pages)View decision -
Decision Reference DRN3696496
10 Jan 2020 Virgin Money plc UpheldBanking and creditMrs D complains that Virgin Money Plc (Virgin) incorrectly placed fraud prevention markers on her account, and that this has caused her distress and inconvenience.backgroundIn September 2018 Mrs D applied for a Virgin credit card account. Her application was granted, and her identification... (2 pages)View decision -
Decision Reference DRN3732462
1 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr J feels that Nationwide Building Society (“NBS” for short) has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file.backgroundMr J had a bank account with NBS. Another business placed a marker on Mr J’s Cifas file. (Mr... (2 pages)View decision -
Decision Reference DRN-1692776
11 Nov 2020 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-1692776 The complaint Mr K complains that John Lewis Financial Services Limited (‘John Lewis’) recorded a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. Mr K is also unhappy that they won’t disclose certain information to him. What happened In June 2016, Mr K... (2 pages)View decision -
Decision Reference DRN-3128290
24 Feb 2022 Skipton Building Society UpheldMortgagesDRN-3128290 The complaint Mr A complains that Skipton Building Society (“Skipton”) made an entry about him on the CIFAS fraud prevention database in connection with a mortgage application. What happened Mr A applied for a mortgage with Skipton in January 2019. Skipton refused the applicati... (3 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN5909924
14 Jun 2017 National Westminster Bank Plc Not upheldBanking and creditMr I’s unhappy that National Westminster Bank Plc closed his account and placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundNatWest closed Mr I’s account. It sent him a letter to explain that it had closed his account.When Mr I comp... (2 pages)View decision
