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 1929 results
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Decision Reference DRN-5101474
11 Dec 2024 Skipton Building Society Not upheldMortgagesDRN-5101474 The complaint Ms K complains that Skipton Building Society unfairly recorded a marker against her with CIFAS, a fraud prevention agency, following a mortgage application. What happened In July 2021 Ms K applied for a mortgage with Skipton via a broker. The mortgage applicati... (2 pages)View decision -
Decision Reference DRN8492037
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains, in her capacity as director of business B, that Bank of Scotland plc closed the business account and registered a fraud prevention marker against B without due cause.backgroundMs A is the director of B, a small business. In August 2018 she contacted Bank of Scotland to tell... (3 pages)View decision -
Decision Reference DRN-3975372
22 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3975372 The complaint Mr H complains that National Westminster Bank Plc unfairly closed his account and lodged a fraud marker against him. What happened Mr H was selling items through several online marketplaces and NatWest received a report from another bank that Mr H’s account had re... (3 pages)View decision -
Decision Reference DRN-4862476
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4862476 The complaint Mr M complains that Monzo Bank Ltd (Monzo) have unfairly applied a fraud prevention marker against him. He’d like it removed. Mr M is represented by his mother, Mrs M. What happened The facts of this complaint are well known to both parties, so I’ve only provid... (3 pages)View decision -
Decision Reference DRN-4842903
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4842903 The complaint Miss H complains about Monzo Bank Ltd’s decision to register a fraud marker against her. What happened Miss H held an account with Monzo. In May 2022, following a review, Monzo made the decision to close Miss H’s account and registered a Credit Industry Fraud A... (2 pages)View decision -
Decision Reference DRN-4751007
28 May 2024 Santander UK Plc Not upheldMortgagesDRN-4751007 The complaint Mr Y complains that Santander UK plc recorded a marker against him on a fraud prevention database, after it declined his and his wife’s mortgage application. What happened Mr Y and his wife applied for a mortgage with Santander in March 2023. Santander declined th... (2 pages)View decision -
Decision Reference DRN-3418688
20 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3418688 Complaint Mrs K is unhappy that Creation Consumer Finance Ltd loaded a Cifas marker against her name. Background In January 2018, Mrs K purchased a new phone on credit provided by Creation. The agreement had an interest free period for the first six months. This meant that, so ... (2 pages)View decision -
Decision Reference DRN7684826
6 Jan 2014 Virgin Money plc Not upheldBanking and creditMr S complains that Virgin Money plc (Virgin) won’t remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him.backgroundMr S visited a broker to discuss mortgage applications. The broker advised him that it might be difficult for lending to be approved, a... (2 pages)View decision -
Decision Reference DRN-2008943
15 Dec 2020 Barclays Bank Plc Not upheldBanking and PaymentsDRN-2008943 The complaint Mr O complains that Barclays Bank Plc closed his account without explanation and logged a CIFAS marker against him. What happened In 2014 Mr O’s personal account with Barclays was closed. Barclays also closed his company’s business account. Both accounts were clos... (2 pages)View decision -
Decision Reference DRN-2177298
27 Nov 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2177298 The complaint Ms P complains that National Westminster Bank Plc closed her account and registered her details with CIFAS the UK’s fraud alert service. This made it difficult to open another account. She wants the CIFAS marker removed. What happened Ms P had two accounts with Na... (4 pages)View decision