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-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-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-4962002
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4962002 The complaint Ms W is unhappy Lloyds Bank PLC (“Lloyds”) recorded CIFAS and SIRA markers against her. This service has already looked at a complaint – and issued a final decision - about the closure of Ms W’s account and the fact Lloyds withheld money in the account and ret... (4 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-3104916
10 Nov 2021 Santander UK Plc Not upheldMortgagesDRN-3104916 The complaint Mr H complains that Santander UK Plc made an entry about him on a fraud prevention database (CIFAS) following an unsuccessful mortgage application. What happened Mr H applied for a mortgage in 2017, which was declined by Santander. He raised a complaint as he foun... (2 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-2446983
16 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2446983 The complaint Miss A complains that Santander UK Plc closed her account and added a marker at CIFAS, the national fraud database. What happened Miss A says that she was contacted by Santander in April 2019 about money she received into her account. She says that this was the re... (3 pages)View decision -
Decision Reference DRN-6243981
23 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6243981 The complaint Mr A complains that NewDay Ltd trading as Aqua (‘NewDay’) recorded a Cifas marker against him 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 s... (3 pages)View decision -
Decision Reference DRN-5718093
28 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5718093 The complaint M J has complained Nationwide Building Society unfairly lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. Mr J also says Nationwide has not dealt with his chargeback requests fairly. What happened Mr J had a current account with... (5 pages)View decision