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 DRN9568801
9 Mar 2015 Santander UK Plc UpheldBanking and creditMr J complains that the actions of Santander UK Plc (“the bank”) following an incident where he was a victim of identity fraud mean that he can’t now open an account at another bank.backgroundMr J says that he was the victim of identity fraud, and that various transactions were carried... (2 pages)View decision -
Decision Reference DRN-5505788
4 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5505788 The complaint Mr O complains that Bank of Scotland plc trading as Halifax made an entry on the Cifas fraud prevention database in connection to his mortgage application. What happened Mr O applied for a joint mortgage with Halifax in 2024. The application recorded that he wa... (3 pages)View decision -
Decision Reference DRN-2747763
12 Apr 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2747763 The complaint Mr A has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In late 2019, Mr A was contacted online by an individual claiming to work in an industry that Mr A was interested in. He posted Mr A a ch... (4 pages)View decision -
Decision Reference DRN3233747
17 Nov 2017 TSB Bank plc Not upheldBanking and creditMr K complains that TSB Bank plc (TSB) has closed his account and registered a Credit Industry Fraud Avoidance Scheme (CIFAS) marker against his credit file.backgroundI issued my provisional decision on 27 October 2017, a copy of which is attached and forms part of ... (4 pages)View decision -
Decision Reference DRN-3342001
9 Mar 2022 National Westminster Bank Plc UpheldMortgagesDRN-3342001 The complaint Mr M and Ms W complain about the way in which National Westminster Bank plc dealt with a mortgage application. They’re unhappy that the bank: - insisted they apply by telephone, despite their having told it that Mr M is hearing impaired and would struggle to go th... (4 pages)View decision -
Decision Reference DRN-4855185
22 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4855185 The complaint Ms A complains Metro Bank PLC unfairly closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened Ms A opened a Metro Bank account online on 9 November 2023. Th... (4 pages)View decision -
Decision Reference DRN-5219066
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5219066 The complaint Miss H complains National Westminster Bank Plc unfairly recorded a CIFAs marker against her. She wants the marker removed. What happened Miss H held an account with NatWest. She says she agreed with her stepfather that he would close the account in 2020 on her ... (4 pages)View decision -
Decision Reference DRN-3212054
5 Jan 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3212054 The complaint Ms S complains that The Royal Bank of Scotland Plc recorded information about her with fraud prevention agencies. She says this is unfair and would like this information removed. What happened Ms S had a current account and savings accounts with RBS. Ms S has expl... (4 pages)View decision -
Decision Reference DRN-1965582
16 Oct 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1965582 The complaint Mr A complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database and wouldn’t let him have a bank account. What happened Lloyds received a report that fraudulently obtained funds had been received into Mr A’s bank account in June 2016.... (2 pages)View decision -
Decision Reference DRN-5682569
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5682569 The complaint Mr T complains that Starling Bank Limited recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In November 2021 Starli... (3 pages)View decision