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
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Decision Reference DRN-2778943
14 May 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2778943 The complaint Mr K complains N26 Bank GmbH unfairly recorded a fraud marker against him on the Cifas database. He asks N26 to remove the marker and for it to clear his name of any wrong doing. What happened The facts of this complaint are well known to both parties. In summary:... (3 pages)View decision -
Decision Reference DRN-1329800
2 Oct 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-1329800 The complaint Mr U complains that Metro Bank Plc has recorded a marker at CIFAS, the national fraud database. What happened Mr U opened accounts with Metro Bank in January 2018. He received a credit of £6,840 on 22 January 2018. This money was all paid away that day with part i... (3 pages)View decision -
Decision Reference DRN5957223
3 Sep 2019 Virgin Money plc UpheldBanking and creditMr B complains that Virgin Money plc wrongly recorded information about him with one or more fraud prevention agencies.background Mr B applied for a mortgage with Virgin in late 2018, through a broker. Virgin turned down his application. Mr B was concerned, so he asked CIFAS, a fraud preve... (2 pages)View decision -
Decision Reference DRN-3250133
23 Feb 2022 The Mortgage Lender Limited Not upheldMortgagesDRN-3250133 The complaint Mr C complains that The Mortgage Lender Limited (“TML”) made an entry about him on the Cifas fraud protection database in connection with a mortgage application and that it refused to remove this. What happened Mr C submitted a mortgage application through a broke... (2 pages)View decision -
Decision Reference DRN-1909767
11 Dec 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-1909767 The complaint Mr K complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly recorded a marker at CIFAS the national fraud database. What happened Mr K applied for a credit card from Tesco Bank which was declined. He complained that Tesco Bank had added the m... (2 pages)View decision -
Decision Reference DRN3396714
26 Mar 2019 Santander UK Plc Not upheldBanking and creditMr J complains that Santander UK Plc acted unfairly and unreasonably when dealing with his mortgage application. He wants to find out why his application wasn’t successful.backgroundMr J wanted a mortgage from Santander, and said that his application wasn’t successful, ... (2 pages)View decision -
Decision Reference DRN-2736833
25 Jun 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2736833 The complaint Mrs D complains that National Westminster Bank Plc unfairly recorded a marker at CIFAS, the national fraud database, after it closed her account. What happened Mrs D paid in a cheque for £5,000 to her account. It was returned as being a fraudulent or counterfeit c... (3 pages)View decision -
Decision Reference DRN-4120063
22 Nov 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4120063 The complaint Miss W and Mr W complain that TSB Bank plc closed their joint account. Miss W wasn’t informed of the closure. Mr W’s details were registered with CIFAS the UK’s fraud alert system. Mr W wants the marker removed, the account reinstated and compensation. Mr W is rep... (4 pages)View decision -
Decision Reference DRN-5890520
27 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5890520 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in January 2024 not long before his seventeenth birthday. In March of that year Monzo received f... (3 pages)View decision -
Decision Reference DRN-3340380
10 Oct 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3340380 The complaint Mr S complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) unfairly recorded a CIFAS marker in relation to his conditional sale agreement with it. What happened Mr S entered into a conditional sale agreement with Santander... (4 pages)View decision