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 2061 results
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Decision Reference DRN7322707
19 Jun 2015 Capital One (Europe) plc Not upheldBanking and creditMr Y complains that Capital One (Europe) plc has registered a ‘CIFAS’ entry against his credit file. He wants it removed. CIFAS is the national fraud prevention agency.our initial conclusionsCapital One offered to remove the CIFAS entry. It said it would need to see Mr Y’s passp... (2 pages)View decision -
Decision Reference DRN-3587287
22 Jul 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3587287 The complaint Mr R complains that Capital One (Europe) plc placed a marker at CIFAS the national fraud database. What happened Mr R says he has now discovered that the marker had been added in February 2019 when his account was closed. He says that this had affected his ability... (3 pages)View decision -
Decision Reference DRN-6222601
19 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6222601 The complaint Mr A complains that Santander UK Plc unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A had a current a... (3 pages)View decision -
Decision Reference DRN1524063
29 May 2018 Bank of Scotland Plc Not upheldBanking and creditMr B complains that Bank of Scotland plc (trading as Birmingham Midshires) placed a fraud marker on his record.backgroundMr B applied for a mortgage with Birmingham Midshires in 2014. His application was declined. He says he didn’t think about the application again un... (3 pages)View decision -
Decision Reference DRN-3578531
5 Jul 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3578531 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) registered a Cifas marker against him without due cause. What happened I issued a provisional decision in June 2022 to explain why I thought Mr M’s complaint should not be upheld. And I said I’d consider anything else... (3 pages)View decision -
Decision Reference DRN-5009874
22 Oct 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5009874 The complaint Mr E complained that Bank of Ireland (UK) Plc (“BOI”) recorded a marker against his name on a fraud prevention database, which prevented him from obtaining a mortgage elsewhere. What happened Mr E applied for a mortgage with BOI, using the support of a broker. ... (3 pages)View decision -
Decision Reference DRN-3163168
3 Dec 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3163168 The complaint Mr N complains that National Westminster Bank Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened NatWest said it had received a report that funds paid into Mr N’s account were fraudulently obtained. And so, it had d... (3 pages)View decision -
Decision Reference DRN-3597307
25 Nov 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3597307 The complaint Mr A is unhappy that Metro Bank PLC closed his account and loaded a fraud marker against his name. What happened Mr A discovered, after having trouble opening a bank account, that Metro had loaded a fraud marker against his name on the Cifas database in July 2018.... (3 pages)View decision -
Decision Reference DRN-3428266
10 May 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3428266 The complaint Mr O complains that Santander UK Plc closed his account and registered a marker at CIFAS, the national fraud database. What happened Santander said that it had decided to close Mr O’s account. It had received a report of fraud. And that Mr O hadn’t provided any ev... (2 pages)View decision -
Decision Reference DRN-6130608
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6130608 The complaint Ms M complains that Revolut Ltd (‘Revolut’) registered a Cifas marker against her, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary, in ... (3 pages)View decision