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 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-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-3942898
4 Aug 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3942898 The complaint Mr A complains HSBC UK Bank Plc closed his account and registered his details with CIFAS the UK’s fraud alert service. Mr A would like £515.68 returned and the CIFAS removed. What happened Mr A had an account with HSBC. On 28 September 2021 Mr A received a credit... (3 pages)View decision -
Decision Reference DRN-3384591
20 May 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3384591 The complaint Miss A is unhappy that Starling Bank Limited placed a fraud marker against her name. What happened Miss A had an account with Starling. In March 2021 Starling received two reports from third- party banks informing it that Miss A had received payment from one of it... (3 pages)View decision -
Decision Reference DRN-4158369
17 Jul 2023 National Westminster Bank Plc Not upheldMortgagesDRN-4158369 The complaint Mrs B complains that National Westminster Bank Plc recorded an entry about her on a fraud prevention database following her failed mortgage application to it. What happened Mrs B applied for a mortgage with NatWest, via a broker, in 2019 but the application was de... (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 DRN-5631659
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5631659 The complaint Miss S complains The Co-operative Bank Plc unfairly closed her account following transactions were made on her account she didn’t recognise. Miss S says the application of a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker a... (4 pages)View decision -
Decision Reference DRN-3378167
31 Mar 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3378167 The complaint Mr M complains about a fraud prevention marker recorded by BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened In April 2017, Mr M went to a dealership to look at replacing his car. He says he spoke to a salesperson at the dealershi... (3 pages)View decision -
Decision Reference DRN-3476320
19 May 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3476320 The complaint Mr O is a sole trader. He complains that Santander UK PLC unfairly declined his Bounce Back Loan application and closed his accounts without notice or explanation. What happened Mr O banked with Santander, holding four accounts. Mr O applied to Santander for a Bou... (5 pages)View decision -
Decision Reference DRN-3644756
27 Sep 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3644756 The complaint Mr G complains that HSBC UK Bank Plc (‘HSBC’) registered a fraud prevention marker against him without due cause. What happened In January 2017, HSBC received an application for an account in Mr G’s name. It said there were discrepancies within that application – ... (2 pages)View decision