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-5812473
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5812473 The complaint Mr J complains Revolut Ltd has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 11 January 2025, Mr J received a payment of £200 into his Revolut account. Revolut later received notification from ... (3 pages)View decision -
Decision Reference DRN7919254
16 May 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D complain that the Bank of Scotland plc withdrew a mortgage offer withoutgood reason. They are also unhappy that information about the application was passed to afraud prevention agency, CIFAS.backgroundMr and Mrs D applied for a mortgage and an offer ... (2 pages)View decision -
Decision Reference DRN1298070
23 Mar 2015 Bank of Scotland Plc Not upheldBanking and creditMiss G complains that Bank of Scotland plc trading as Halifax placed an adverse marker on the Cifas database after rejecting her mortgage application.backgroundMiss G applied, jointly with another person, for a mortgage with Halifax, via a broker. Halifax issued an initi... (1 page)View decision -
Decision Reference DRN-6058017
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058017 The complaint Miss C complains Revolut Ltd recorded a marker against her on a national fraud database. She doesn’t think it’s treated her fairly. What happened Below is a summary of what happened. Miss C received £300 into her Revolut account through a bank transfer in Decem... (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-4975686
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975686 The complaint Mr W complains that Monzo Bank Ltd closed his account and registered a Cifas marker against him without due cause. Mr W is represented but for ease within this decision, I will refer to their comments as Mr W’s. What happened On 4 May 2023 Mr W received a £58... (5 pages)View decision -
Decision Reference DRN0012091
16 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMr S complains that National Westminster Bank Plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service.BackgroundMr S had an account with NatWest for several years. On 9 November 2018, he received a payment of £240.00 into his current account from an acc... (3 pages)View decision -
Decision Reference DRN-2841810
6 Jul 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2841810 The complaint Mr S complains that TSB Bank plc closed his account and recorded a marker at CIFAS, the national fraud database. What happened Mr S said his account was closed in October 2016 and no explanation was provided. He has had difficulty obtaining a bank account since. A... (3 pages)View decision -
Decision Reference DRN1340164
4 Jun 2015 National Westminster Bank Plc Not upheldBanking and creditMs B complains National Westminster Bank Plc has closed her account and registered information with CIFAS unfairly.backgroundIn August 2014 NatWest wrote to Ms B to say that it was going to close her account. Ms B complained but NatWest said it wouldn’t change its ... (1 page)View decision -
Decision Reference DRN6357598
1 Dec 2020 Barclays Bank UK PLC Not upheldBanking and creditMr Z complains that Barclays Bank UK PLC closed his account and registered a fraud prevention marker against him without due cause. background Between 14 and 18 March 2018 a series of payments were made into Mr Z’s account. This money was spent between 19 and 22 March. On 23 March Barclays... (4 pages)View decision