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 1938 results
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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-3345733
25 Mar 2022 Santander UK Plc UpheldMortgagesDRN-3345733 The complaint Mr A complains that Santander UK Plc made an entry about him on fraud protection databases in connection with a mortgage application he made. What happened Mr A applied, jointly with his father, to Santander for a mortgage. Santander declined the application. Some... (3 pages)View decision -
Decision Reference DRN-6110487
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6110487 The complaint Mr S complains that Nationwide Building Society unfairly placed an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In October 2021, Mr S applied fo... (3 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 DRN8037915
5 Jan 2017 Blemain Finance Limited Not upheldBanking and creditMr P complains that Blemain Finance Limited (‘Blemain’) wrongly made an adverse Credit Industry Fraud Avoidance Service (CIFAS) entry when he gave the incorrect name of his employer. He thinks that Blemain should take steps to remove that entry, as it is having a ser... (2 pages)View decision -
Decision Reference DRN-2190218
21 Sep 2020 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2190218The complaintMr L complains that Clydesdale Bank Plc loaded a Credit Industry Fraud Awareness Marker (CIFAS) against his name and closed his bank account. He’d like this removed and compensation for the impact this has had on him. What happenedMr L had a current account with Cly... (4 pages)View decision -
Decision Reference DRN-3975044
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3975044 The complaint Mr B complains that Monzo Bank Ltd closed his account and unfairly registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. Mr B is also unhappy about the service Monzo provided him when it investigated fraudulent activity on his account. He w... (4 pages)View decision -
Decision Reference DRN-2468409
14 Jan 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2468409 The complaint Mr K complains that Barclays Bank UK PLC closed his account, recorded a marker at CIFAS the national fraud database and hasn’t responded to his requests for information. What happened Barclays wrote to Mr K in May 2019 to say that it would be closing his account w... (6 pages)View decision -
Decision Reference DRN-5213917
16 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5213917 The complaint Mrs H complains TransUnion International UK Limited (TU) allowed a search on her credit file for a fraudulent application. Mr H has supported Mrs H in bringing this complaint, but I’ve just referred to her in this decision for simplicity. What happened I issu... (3 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