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 DRN0497757
28 Sep 2016 Bank of Scotland Plc Not upheldBanking and creditMr W complains Bank of Scotland plc (trading as “Halifax”) has placed a CIFAS marker against his name.backgroundMr W says he applied for a Halifax bank account and was accepted. He says that Halifax then wrote to him to say that it was going to close his account and p... (1 page)View decision -
Decision Reference DRN-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (3 pages)View decision -
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-4890548
4 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4890548 The complaint Mr O complains that Revolut Ltd unfairly registered a marker about him at Cifas, the national fraud database and closed his account. What happened Mr O had an account with Revolut, which he opened in July 2022. On 25 November 2022, a payment of £100 was made into... (5 pages)View decision -
Decision Reference DRN8438960
16 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a CIFAS marker placed against Mr M following a mortgage application that he made to Bank of Scotland plc trading as Halifax in 2016. Mr M says it caused him to lose a new job because the employer found the CIFAS marker after he’d started work... (2 pages)View decision -
Decision Reference DRN-4855130
11 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4855130 The complaint Mr D has complained National Westminster Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2020 Mr D was told by NatWest that they were closing his account. In 2024 Mr D complained and asked NatWest to r... (1 page)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 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