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-4933836
22 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4933836 The complaint Mr P has complained BMW Financial Services (GB) Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr P realised there was a CIFAS marker lodged against his name based on an application made for finan... (2 pages)View decision -
Decision Reference DRN1826535
19 Aug 2019 Metro Bank PLC Not upheldBanking and creditComplaintMs C is unhappy that Metro Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She says this has led to her having her bank account closed. And she wants Metro to remove her CIFAS marker. backgroundMs C opened an account with Metro Bank in 2017... (3 pages)View decision -
Decision Reference DRN4698687
24 Aug 2020 FirstRand Bank Limited UpheldBanking and creditMr I complains that FirstRand Bank Limited, trading as MotoNovo Finance (“MotoNovo”), were wrong to place a Credit Industry Fraud Avoidance System (CIFAS) marker against his name.backgroundI issued my provisional decision on this complaint in July 2020. I explained that I was intending to ... (7 pages)View decision -
Decision Reference DRN-5947011
12 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5947011 The complaint Mr and Mrs W complain that Nationwide Building Society hasn’t fairly compensated them for wrongly recording a CIFAS marker in relation to their mortgage. Mr and Mrs W instructed solicitors (who I’ll refer to as S) to represent them. What happened Mr and Mrs W t... (5 pages)View decision -
Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-3588830
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3588830 The complaint Mr K complains Barclays Bank UK PLC unfairly closed his personal accounts and recorded a CIFAs marker against him. He says this caused him financial loss, including having to agree a buy-to-let mortgage with a third-tier lender, as well as considerable distress. W... (3 pages)View decision -
Decision Reference DRN-3754977
6 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3754977 The complaint Mr X complains that Metro Bank PLC blocked and closed his account. He complains they registered his details with CIFAS the UK’s fraud alert service. Mr X wants the CIFAS marker removed, and his account reactivated. What happened Mr X had an account with Metro. Mr ... (3 pages)View decision -
Decision Reference DRN7864674
15 Nov 2013 National Westminster Bank Plc UpheldBanking and creditMr C complains that National Westminster Bank Plc (‘NatWest’) wrongly recorded a Credit Industry Fraud Avoidance System (‘CIFAS’) entry following his mortgage application.backgroundIn November 2012 Mr C (and his wife) wished to purchase an additional property as their new home – but ... (2 pages)View decision -
Decision Reference DRN-5679916
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5679916 The complaint Ms B complains that Starling Bank Limited trading as Starling Bank (‘Starling’) registered a Cifas marker against them, without due cause. Whilst Starling have now removed the Cifas marker and offered to pay £200 in recognition of the distress and inconvenience... (6 pages)View decision -
Decision Reference DRN9579994
9 Mar 2020 TSB Bank plc Not upheldBanking and creditMr D complained because TSB Bank plc recorded a CIFAS marker against his name. He said it wasn’t fair, and he also complained that he hadn’t been told about it or exactly why TSB had applied it. backgroundAn account in Mr D’s name was opened with TSB on 22 February 2017. A number of transa... (3 pages)View decision