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 2048 results
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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 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 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 -
Decision Reference DRN-3786402
24 Nov 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3786402 The complaint Miss O complains that Starling Bank Limited has registered a marker at CIFAS, the national fraud database. What happened Miss O says she opened an account with Starling Bank to continue her online selling of goods. She says she didn’t know that payments into her a... (3 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-5588804
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5588804 The complaint Mr K complains American Express Services Europe Limited (AESL) unfairly blocked and closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-3386978
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3386978 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) closed his account and registered a Cifas marker against him without due cause. What happened In May and June 2020, four payments were made into Mr M’s Lloyds account totalling approximately £300. The funds were remov... (3 pages)View decision -
Decision Reference DRN-5582490
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582490 The complaint Mr G had an account with Nationwide Building Society. Nationwide loaded a marker about him with Cifas, the national fraud database. Mr G is unhappy with the Cifas loading. What happened I’m aware Mr G has made other complaints to our service. This decision will... (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 DRN-5790046
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5790046 The complaint Mr C complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (3 pages)View decision