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 DRN-5511383
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5511383 The complaint Mr H complains Barclays Bank UK PLC (“Barclays”) closed his account and applied an adverse fraud marker against him. Mr H says Barclays’ actions have caused him reputational damage, and significant distress and inconvenience. To put things right, Mr H wants Bar... (4 pages)View decision -
Decision Reference DRN6309683
2 Dec 2020 Bank of Scotland Plc Not upheldBanking and creditComplaint Miss D is unhappy that Bank of Scotland plc, trading as Halifax, closed her account and loaded a Credit Industry Fraud Awareness (CIFAS) marker. She’d like the marker removed. Background In July 2018 three cheques were paid into Miss D’s Halifax account. These cheques were return... (4 pages)View decision -
Decision Reference DRN-6114385
3 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6114385 The complaint Mr L complains Starling Bank Limited unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both... (4 pages)View decision -
Decision Reference DRN-3786402
24 Nov 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3786402 The complaint Miss O complains that Starling Bank Limited has registered a marker at CIFAS, the national fraud database. What happened Miss O says she opened an account with Starling Bank to continue her online selling of goods. She says she didn’t know that payments into her a... (3 pages)View decision -
Decision Reference DRN-4717124
15 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4717124 The complaint Mr A has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr A was told by Starling that they were closing his account. They also lodged a fraud-related marker on his record wi... (2 pages)View decision -
Decision Reference DRN-4729369
5 Jun 2024 AutoMoney Limited Not upheldConsumer CreditDRN-4729369 The complaint Mr B has complained AutoMoney Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr B realised there was a CIFAS marker lodged against his name based on a false application made for finance. He complaine... (2 pages)View decision -
Decision Reference DRN-4886238
8 Aug 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4886238 The complaint Mr M has complained Zopa Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr M was told by Zopa that they were closing his credit card account. They also lodged a fraud-related marker on his re... (2 pages)View decision -
Decision Reference DRN-4056032
11 Apr 2023 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4056032 The complaint Mr S complains that Sainsbury’s Bank Plc declined his loan application and had added a marker incorrectly at CIFAS, the national fraud database. What happened Sainsbury’s Bank said that it hadn’t made a mistake. Mr S had applied for a personal loan in December 202... (4 pages)View decision -
Decision Reference DRN4870237
17 Feb 2016 Coventry Building Society Not upheldBanking and creditMr B complains about a fraud maker on his credit file after he applied for a mortgage with Coventry Building Society.our initial conclusionsMr B applied for a buy to let mortgage with Coventry in 2014. Coventry says that because the information from Mr B’s P60 was not v... (2 pages)View decision -
Decision Reference DRN-3158162
3 Dec 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3158162 The complaint Mr M complains that TSB Bank plc registered a marker at national fraud databases including CIFAS and is holding him responsible for payments he didn’t make. What happened Mr M says he wanted to apply for an account with TSB in April 2019. When he did so he didn’t ... (6 pages)View decision