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 DRN-5373692
31 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373692 The complaint Mr A complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN-3564849
4 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3564849 The complaint Mr M complained about the amount of compensation which Nationwide Building Society paid him. What happened In 2019, Nationwide closed Mr M’s account following suspect activity on the account. It also registered a CIFAS marker against Mr M’s name. CIFAS is a fraud ... (2 pages)View decision -
Decision Reference DRN-2691157
18 Mar 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2691157 The complaint Mr B complains that, when he applied online for an account with Santander UK Plc, the account was opened but later blocked. He received notice from Santander to say it was withdrawing its banking facilities and the account was closed. Mr B says he wants the accoun... (4 pages)View decision -
Decision Reference DRN9948075
22 May 2020 Coventry Building Society Not upheldBanking and creditMr S complains that Coventry Building Society (CBS) registered a marker about him at CIFAS the national fraud database.backgroundMr S says he has discovered that CBS had added the marker in December 2014 when it closed his accounts. He says that it shouldn’t have done so, hadn’t told him a... (2 pages)View decision -
Decision Reference DRN5742817
8 Jan 2020 Capital One (Europe) plc Not upheldBanking and creditMr M complains that Capital One (Europe) plc recorded a CIFAS marker against his name when he applied for a credit card. CIFAS is the UK’s fraud alert service.background In September 2018 Mr M applied for a Capital One credit card. He was offered a card with a credit limit of £200. He didn... (2 pages)View decision -
Decision Reference DRN-3389800
14 Apr 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3389800 The complaint Mr G is unhappy that Lloyds Bank PLC applied a Cifas marker against his name. What happened Mr G held an account with Lloyds. In August 2020, Lloyds received reports from a third-party bank that four payments were attempted to Mr G’s account which weren’t authoris... (3 pages)View decision -
Decision Reference DRN6233980
27 Jun 2014 Bank of Scotland Plc Not upheldBanking and creditMr K complains that Bank of Scotland plc trading as Halifax will not remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it.backgroundMr K applied for a mortgage with Halifax through a broker. Amongst the mater... (2 pages)View decision -
Decision Reference DRN8955476
11 Mar 2020 National Westminster Bank Plc Not upheldBanking and creditMiss S is unhappy that National Westminster Bank Plc closed her account and added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She’d like NatWest to remove the marker. BackgroundMiss S had an account with NatWest. On the 20 November 2017, a payment of £9,800 wa... (3 pages)View decision -
Decision Reference DRN4703546
6 Dec 2019 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs A complain that Barclays Bank UK plc closed their accounts and placed a CIFAS marker against Mr A’s name. CIFAS is the UK’s fraud alert service. backgroundIn May 2017 Mr and Mrs A received a payment into their joint account with Barclays. The sending bank said that its customer... (2 pages)View decision -
Decision Reference DRN4870237
17 Feb 2016 Coventry Building Society Not upheldBanking and creditMr B complains about a fraud maker on his credit file after he applied for a mortgage with Coventry Building Society.our initial conclusionsMr B applied for a buy to let mortgage with Coventry in 2014. Coventry says that because the information from Mr B’s P60 was not v... (2 pages)View decision
