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-4158369
17 Jul 2023 National Westminster Bank Plc Not upheldMortgagesDRN-4158369 The complaint Mrs B complains that National Westminster Bank Plc recorded an entry about her on a fraud prevention database following her failed mortgage application to it. What happened Mrs B applied for a mortgage with NatWest, via a broker, in 2019 but the application was de... (3 pages)View decision -
Decision Reference DRN-3942898
4 Aug 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3942898 The complaint Mr A complains HSBC UK Bank Plc closed his account and registered his details with CIFAS the UK’s fraud alert service. Mr A would like £515.68 returned and the CIFAS removed. What happened Mr A had an account with HSBC. On 28 September 2021 Mr A received a credit... (3 pages)View decision -
Decision Reference DRN-3384591
20 May 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3384591 The complaint Miss A is unhappy that Starling Bank Limited placed a fraud marker against her name. What happened Miss A had an account with Starling. In March 2021 Starling received two reports from third- party banks informing it that Miss A had received payment from one of it... (3 pages)View decision -
Decision Reference DRN-1706668
18 Jun 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1706668 The complaintMr J complains that Nationwide Building Society closed his account without notice and recorded a CIFAS marker against his name. CIFAS is one of the UK's fraud alert services. What happenedMr J opened an account with Nationwide on 17 October 2018. On 1 November... (3 pages)View decision -
Decision Reference DRN-2025515
10 Nov 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2025515 The complaint Miss B complains that Nationwide Building Society closed her account and registered a marker at CIFAS, the national fraud database. What happened Nationwide wrote to Miss B in August 2019 to say that her account would be closed. She found out that it had registere... (3 pages)View decision -
Decision Reference DRN8249670
11 Jun 2020 National Westminster Bank Plc UpheldBanking and creditComplaintMiss B complains that National Westminster Bank Plc has closed her accounts and they registered a marker against her with CIFAS, the UK’s fraud alert service. This marker made it difficult to open another account. She would like the accounts reopened and to know the reason why the... (3 pages)View decision -
Decision Reference DRN-5454274
22 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5454274 The complaint Miss B complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint... (5 pages)View decision -
Decision Reference DRN-2446983
16 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2446983 The complaint Miss A complains that Santander UK Plc closed her account and added a marker at CIFAS, the national fraud database. What happened Miss A says that she was contacted by Santander in April 2019 about money she received into her account. She says that this was the re... (3 pages)View decision -
Decision Reference DRN3906576
1 Feb 2019 Capital One (Europe) plc UpheldBanking and creditMs M complains Capital One (Europe) Plc unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She wants Capital One to remove the marker and compensate her for the distress and inconvenience this caused. backgroundMs M had a credit ca... (3 pages)View decision -
Decision Reference DRN-3861198
12 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3861198 The complaint Mr D complains that Santander UK Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says that the marker is affecting his ability to open a bank account elsewhere and he knows nothing about any fraudulent money... (3 pages)View decision