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-4582593
1 Feb 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4582593 The complaint Mr A has complained J D Williams & Company Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In May 2021 Mr A bought two mobile phones using his account with J D Williams. As he’d changed his mind about the... (2 pages)View decision -
Decision Reference DRN-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (2 pages)View decision -
Decision Reference DRN-4993723
25 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-4993723 The complaint Mr A complains that Startline Motor Finance Limited (‘SMF’) unfairly recorded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A applied to a ... (3 pages)View decision -
Decision Reference DRN-3826359
3 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3826359 The complaint Ms V complains that Barclays Bank UK PLC added a marker at CIFAS, the national fraud database, when it closed her account. What happened Ms V says she wasn’t involved in any fraudulent activity on her account and that the marker is affecting her ability to access ... (3 pages)View decision -
Decision Reference DRN3931947
22 Nov 2019 Bank of Ireland (UK) Plc Not upheldBanking and creditMr V complains that Bank of Ireland (UK) Plc (BoI) made an entry about him on a fraud prevention database when it rejected a mortgage application he’d made.backgroundMr V spoke with a broker about arranging a mortgage as a first time buyer. I’ll call the broker’s firm S.BoI received an app... (2 pages)View decision -
Decision Reference DRN5868634
24 Jul 2017 Shawbrook Bank Limited Not upheldBanking and creditMr K1 and Miss K complain that Shawbrook Bank Limited withdrew a mortgage offer it had previously issued.backgroundMiss K submitted a mortgage application with another person who I’ll call Mr K2. Shawbrook considered the application and carried out a credit referenc... (2 pages)View decision -
Decision Reference DRN-5107541
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5107541 The complaint X complains that Metro Bank PLC closed his account and registered a CIFAS marker against his name, as a result of which he is unable to open a new account. CIFAS is the UK’s main prevention service. What happened X had an account with CIFAS. On 8 January 2024 s... (2 pages)View decision -
Decision Reference DRN5543682
25 Jun 2018 Barclays Bank Plc Not upheldBanking and creditMr E has complained that Barclays Bank Plc has registered fraud markers against his name on the Credit Industry Fraud Avoidance System (Cifas).Mr P is helping him with his complaint but for ease, I will only refer to Mr E in my decision. backgroundMr E hasn’t been a... (2 pages)View decision -
Decision Reference DRN-3454677
28 Apr 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3454677 The complaint Miss S has complained that Metro Bank PLC registered a marker against her at CIFAS, the national fraud database. What happened In December 2018, there was an attempt to pay around £1,100 into Miss S’s Metro account. The payment attempt had come from a victim of fr... (3 pages)View decision -
Decision Reference DRN-4388387
19 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4388387 The complaint Mr O complains Revolut Ltd (“Revolut”) unfairly applied an adverse fraud marker against him. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. Wh... (2 pages)View decision