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-4661479
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4661479 The complaint Mr A complains that Starling Bank Limited are being unreasonable in not removing a marker with the fraud prevention agency CIFAS against his name. What happened Mr A held an account with Starling. In September 2023 the account received two payments that were l... (2 pages)View decision -
Decision Reference DRN-3334408
16 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3334408 The complaint Mr K complains about Santander UK Plc’s decision to close his account and register a fraud marker against him. What happened In May 2015, Mr K paid a £20,000 cheque into his account. A couple of days later, the cheque returned unpaid and Santander carried out a re... (4 pages)View decision -
Decision Reference DRN-2729135
30 Apr 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2729135 The complaint Mr K complains that Capital One (Europe) plc decided to close his account and register a marker at CIFAS, the national fraud database. What happened Mr K applied for an account with Capital One and was told he was successful and started using the account. But then... (2 pages)View decision -
Decision Reference DRN-3295127
11 Feb 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3295127 The complaint Mr A complains N26 Bank GmbH unfairly recorded a CIFAs marker against him. He wants the marker removed. What happened Mr A held an account with N26. N26 received multiple fraud reports from third parties about payments that were paid into the account in early 2020... (3 pages)View decision -
Decision Reference DRN-4968598
3 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4968598 The complaint Mr A complains that Starling Bank Limited registered a CIFAS marker against his name after it had closed his bank account. CIFAS is the UK’s fraud alert service. What happened Mr A held accounts with Starling and at least two other banks. From around the and of... (2 pages)View decision -
Decision Reference DRN4472687
30 May 2018 Bank of Scotland Plc Not upheldBanking and creditMrs I is unhappy Bank of Scotland Plc (trading as Halifax) added a fraud marker against her name after it withdrew a mortgage offer it had made. backgroundLast year Mrs I applied for a mortgage with Halifax through a broker. There were a number of problems during the ... (2 pages)View decision -
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-1412106
30 Mar 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1412106 The complaintMiss K’s complaint is about the information recorded about her.The details of this complaint are well known to both parties, so I will not repeat them again here. Instead I will focus on giving the reasons for my decision. My findingsI’ve considered all the availab... (1 page)View decision -
Decision Reference DRN-5122834
29 Nov 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5122834 The complaint Mr M complains Kroo Bank Ltd (“Kroo”) restricted and closed his account despite providing the information it wanted as proof of entitlement to it. Mr M also complains Kroo applied an adverse fraud marker against him. Mr M says Kroo’s actions have caused him sig... (4 pages)View decision -
Decision Reference DRN4890200
15 Feb 2017 The Co-operative Bank Plc Not upheldBanking and creditMr C complains that the Co-operative Bank Plc has unfairly recorded a CIFAS marker against him. He would like this to be removed.backgroundMr C deposited a cheque into his Co-Op account and then withdrew the funds when they showed on his balance. He said he did no... (1 page)View decision