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 1918 results
-
Decision Reference DRN9347822
30 Mar 2019 TSB Bank plc UpheldBanking and creditMr J complains that when his application for a current account with TSB Bank plc (TSB) was declined an incorrect marker was put on his credit file which has caused him problems. He wants the marker removed.backgroundThe background to this complaint, and my initial co... (5 pages)View decision -
Decision Reference DRN6514107
12 Oct 2020 Santander UK Plc Not upheldBanking and creditMrs O complains that Santander UK Plc blocked and then closed her account, and loaded a Cifas marker onto her account. background In late 2018 Mrs O received a five-figure sum from a third party. This triggered an internal review of her account. The result was that her account was blocked.... (2 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-5574264
24 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5574264 The complaint Mr M has complained Cynergy Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name and wouldn’t pay him compensation after its removal. What happened In August 2024 Mr M applied for a personal account online with Cynergy. The ... (2 pages)View decision -
Decision Reference DRN8882308
28 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMr D complains that Barclays Bank UK plc won’t refund money that was taken from his account without his knowledge or consent. He’s also unhappy that Barclays closed his account and registered his details with CIFAS, the UK’s fraud alert service. He wants the CIFAS marker removed.Mr D is be... (3 pages)View decision -
Decision Reference DRN3710022
19 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr S complained about conflicting information which Nationwide Building Society gave him. This related to his credit card, and an anti-fraud marker (CIFAS) which had been recorded. backgroundIn 2014, Nationwide put a CIFAS marker on Mr S’s credit file. This related to ... (3 pages)View decision -
Decision Reference DRN-5446022
11 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5446022 The complaint Mr G complains Santander UK Plc have recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened Mr G made a loan application to Santander in July 2024. Santander declined that application and registered a Cifa... (2 pages)View decision -
Decision Reference DRN-3790367
4 Nov 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3790367 The complaint Mr D complains about a marker that Tesco Personal Finance PLC (trading as Tesco Bank) have recorded against him with the fraud prevention agency CIFAS. He’d like the marker removed. What happened Mr D held a current account with Tesco Bank. In June 2019 he reporte... (4 pages)View decision -
Decision Reference DRN-4942207
9 Sep 2024 Charter Court Financial Services Limited Not upheldMortgagesDRN-4942207 The complaint Mr A complains that Charter Court Financial Services Limited trading as Precise Mortgages unfairly recorded a marker against him with CIFAS, a fraud prevention agency, following a mortgage application. What happened In 2023 Mr A applied for a mortgage with Prec... (2 pages)View decision -
Decision Reference DRN3180837
12 Mar 2015 TD Asset Administration UK Limited Not upheldInvestment and pensionsMr L’s complained that NatWest Stockbrokers Ltd (“NWS”) unfairly registered details about him with CIFAS. This was after he attempted to open an account with NWS in 2012. To settle his complaint, he would like the CIFAS entry removed.background In 2005 Mr L was successful in opening an... (2 pages)View decision