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 DRN-3068141
16 Nov 2021 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3068141 The complaint The complaint, in summary is that Clydesdale Bank Plc unfairly declined N’s application to switch its business bank account from another provider and placed a CIFAS marker against its director. With the liquidator’s consent Mr N, the director of N, has brought the... (3 pages)View decision -
Decision Reference DRN-2551779
13 May 2021 TSB Bank plc Not upheldMortgagesDRN-2551779 The complaint Mr H complains that TSB Bank plc recorded an entry against him with CIFAS, a fraud prevention agency, following an application he made for a mortgage. What happened In late 2014, Mr H applied for a mortgage with TSB. TSB declined the application and recorded an en... (2 pages)View decision -
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 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 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-4055372
18 Aug 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4055372 The complaint Mr C complains that Starling Bank Limited recorded information about him with the fraud database Cifas. What happened Mr C had an account with Starling. In January 2021, Starling restricted the account and emailed Mr C to ask for further information about some pay... (3 pages)View decision -
Decision Reference DRN-5807131
18 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5807131 The complaint Miss S, who is represented, complains that Revolut Ltd recorded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Miss S held an account with Revo... (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-2786368
28 Apr 2021 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-2786368 The complaint A limited company, which I’ll refer to as O, complains Conister Finance & Leasing Ltd unfairly declined its application for a Bounce Back Loan. O’s director, Mr A, brings the complaint on its behalf. What happened O applied to Conister for a Bounce Back Loan o... (2 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