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 1929 results
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Decision Reference DRN-4368028
12 Mar 2024 Koto Card Limited UpheldBanking and PaymentsDRN-4368028 The complaint Mr B complains that Koto Card Limited unfairly recorded a marker against him with the fraud prevention agency CIFAS, which was subsequently removed. He’d like compensation for the disruption this caused. What happened The facts of this case are known to both parti... (2 pages)View decision -
Decision Reference DRN7798133
8 May 2018 Accord Mortgages Limited Not upheldBanking and creditMr F complains Accord Mortgages Limited was wrong to report him to the Credit Industry Fraud Avoidance System (CIFAS) following an unsuccessful mortgage application.backgroundMr F is unhappy that following an unsuccessful mortgage application in December 2015 Accord applied ... (2 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 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-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 DRN5124389
21 Mar 2014 Lloyds Bank PLC Not upheldBanking and creditMr M and Mrs N complain that Lloyds Bank PLC closed their accounts and recorded a CIFAS marker against them. They are unhappy that Lloyds has failed to provide a full explanation of their actions.Mr M and Mrs N are represented by solicitors in referring their complaint here.backgroun... (2 pages)View decision -
Decision Reference DRN6924437
15 Sep 2020 National Westminster Bank Plc UpheldBanking and creditMiss W complains National Westminster Bank Plc will not refund some disputed transactions. She also complains it did not treat her sympathetically in how it demanded she repay the overdrawn balance.Finally, she complains it unfairly placed a CIFAS fraud marker against her name.backgroundM... (3 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 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-4905370
19 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4905370 The complaint Miss N complains that Barclays Bank UK PLC has unfairly closed her account and had a fraud prevention marker recorded against her. What happened On 3 October 2022, Barclays received a claim for payment from another financial institution of around £800, credited... (2 pages)View decision