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
-
Decision Reference DRN-2403840
1 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2403840 The complaint Mr A complains that Barclays Bank UK PLC has closed his account and registered a marker at CIFAS the national fraud database. What happened Mr A says his bank account was put under review and then Barclays decided to close it. He says Barclays refused to give him ... (2 pages)View decision -
Decision Reference DRN5733769
1 Nov 2019 Santander UK Plc Not upheldBanking and creditMr N complains that Santander UK plc declined his application to open a basic bank account and recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. background Mr N wanted to open a basic bank account and made an application to Santander. Santander reviewed the a... (2 pages)View decision -
Decision Reference DRN-2254067
10 Nov 2020 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2254067 The complaint Mr A complains that Bank of Scotland plc trading as Halifax unfairly registered a marker at CIFAS, the national fraud database. What happened Mr A says he opened an account with Halifax in 2017 and it was closed a couple of months later. He didn’t know that a CIFA... (2 pages)View decision -
Decision Reference DRN-6154016
31 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6154016 The complaint Mr M has complained Nationwide Building Society lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr M opened an account with Nationwide in September 2021. In October 2021 Nationwide received a fraud notification fr... (2 pages)View decision -
Decision Reference DRN-3089551
4 Nov 2021 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3089551 Complaint The complainant N (a limited company) is unhappy that PrePay Technologies Limited has recorded a Cifas marker against one of its directors. Background N is a limited company which had an account with PrePay. In bringing this complaint, it’s represented by Mr C, a dire... (2 pages)View decision -
Decision Reference DRN-4080598
22 May 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4080598 The complaint Mr Q complains that Starling Bank Limited added a marker about him at CIFAS, the national fraud database, when it closed his account. What happened Mr Q says he was paid £300 into his Starling Bank account on 29 June 2022 by a family member. He was then told that ... (3 pages)View decision -
Decision Reference DRN-5730344
28 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5730344 The complaint Mr G complained that MotoNovo Finance Limited gave him incorrect information in relation to a fraud marker. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G tried to acquire a car in... (3 pages)View decision -
Decision Reference DRN-6214507
8 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6214507 The complaint Miss A complains that Revolut closed her account and unfairly loaded a marker about her at Cifas, the national fraud database. She would like the marker removed. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (3 pages)View decision -
Decision Reference DRN-3645161
12 Jan 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3645161 Complaint Mr M is unhappy with Sainsbury’s Bank Plc’s decision to close his credit card account without notice and to load a fraud marker against his name. Background This case turns on three different properties to which Mr M has a connection. I’ll refer to these as Addresses ... (3 pages)View decision -
Decision Reference DRN7362580
30 Apr 2020 Lloyds Bank PLC Not upheldBanking and creditMiss S complains that Lloyds Bank PLC incorrectly recorded a CIFAS marker against her name. She would like to be compensated for losses suffered.Miss S is helped in her complaint by Mr D – but for ease, I will refer to all comments having made by Miss S.background In November 2015, Lloyds... (2 pages)View decision