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 1668 results
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Decision Reference DRN5262614
30 Jul 2020 Experian Limited UpheldBanking and creditComplaintMr T is unhappy about Experian Limited’s decision to add fraud markers to his credit file. He’s also unhappy that Experian said they’d removed the markers when they hadn’t. Mr T would like compensation.BackgroundAround February 2018, Mr T applied with Experian to access his credit... (4 pages)View decision -
Decision Reference DRN1826535
19 Aug 2019 Metro Bank PLC Not upheldBanking and creditComplaintMs C is unhappy that Metro Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She says this has led to her having her bank account closed. And she wants Metro to remove her CIFAS marker. backgroundMs C opened an account with Metro Bank in 2017... (3 pages)View decision -
Decision Reference DRN4698687
24 Aug 2020 FirstRand Bank Limited UpheldBanking and creditMr I complains that FirstRand Bank Limited, trading as MotoNovo Finance (“MotoNovo”), were wrong to place a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundI issued my provisional decision on this complaint in July 2020. I explained that I was intending to ... (7 pages)View decision -
Decision Reference DRN7864674
15 Nov 2013 National Westminster Bank Plc UpheldBanking and creditMr C complains that National Westminster Bank Plc (‘NatWest’) wrongly recorded a Credit Industry Fraud Avoidance System (‘CIFAS’) entry following his mortgage application.backgroundIn November 2012 Mr C (and his wife) wished to purchase an additional property as their new home – but ... (2 pages)View decision -
Decision Reference DRN-5679916
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5679916 The complaint Ms B complains that Starling Bank Limited trading as Starling Bank (‘Starling’) registered a Cifas marker against them, without due cause. Whilst Starling have now removed the Cifas marker and offered to pay £200 in recognition of the distress and inconvenience... (6 pages)View decision -
Decision Reference DRN-3289066
3 Feb 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3289066 The complaint Miss T has complained Oodle Financial Services Limited, trading as Oodle Car Finance, added a fraud-related marker to her record and wouldn’t remove it despite her confirming how this happened. What happened In 2019 Miss T applied for finance so she could buy a ca... (4 pages)View decision -
Decision Reference DRN-4284046
13 Dec 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-4284046 The complaint Mr H complains that Metro Bank PLC unfairly closed his accounts. What happened Mr H opened two accounts with Metro Bank on 25 May 2023. One was opened online, and the other in branch. Metro Bank carried out it’s account opening process, which included due diligenc... (2 pages)View decision -
Decision Reference DRN2127318
29 Aug 2019 Capital One (Europe) plc Not upheldBanking and creditMr G complains Capital One (Europe) plc unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He says this has stopped him from getting a mortgage. He wants Capital One to remove the marker and compensate him for the distress and inconvenience the marker... (5 pages)View decision -
Decision Reference DRN-5720536
28 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5720536 The complaint Mr A complains that Kroo Bank Ltd blocked and then closed his account, and that it registered a CIFAS marker against his name. CIFAS is the UK’s main fraud alert and prevention register. What happened Mr A had an account with Kroo Bank. On 25 April 2024 he rece... (3 pages)View decision -
Decision Reference DRN0171125
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland Plc (trading as Halifax) closed his account and applied a CIFAS fraud marker to his credit file without telling him.backgroundMr A had an account with Halifax. In November 2017 Halifax decided to close his account, as a result of ... (2 pages)View decision
