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-3806761
23 Dec 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3806761 The complaint Miss T, helped by a representative, complained because Lloyds Bank plc refused to delete all the records it had about her. What happened An account in Miss T’s name was opened in June 2020. It was used to receive a number of payments, which were then ... (3 pages)View decision -
Decision Reference DRN-4937551
22 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4937551 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) treated him unfairly when it recorded a marker against him at Cifas, a fraud database. What happened A brief summary of what happened is below. Mr B applied for an account with RBS in February 2024, but a... (2 pages)View decision -
Decision Reference DRN-3040073
15 Oct 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3040073 The complaint Mr I is unhappy National Westminster Bank Plc (“NatWest”) have held him liable for transactions he’s said were carried out by scammers. What happened In November 2020 Mr I opened a current account with NatWest. On 4 February 2021 Mr I says he withdrew £100 from a... (4 pages)View decision -
Decision Reference DRN-2594792
24 Jun 2021 Bank of Ireland (UK) Plc UpheldMortgagesDRN-2594792 The complaint Mr S complains that Bank of Ireland (UK) Plc (BOI) recorded an entry about him on a fraud prevention database (CIFAS) in connection with a mortgage application. What happened In 2020, Mr S applied for a business account but was declined. He looked into why this ha... (3 pages)View decision -
Decision Reference DRN-3937147
7 Mar 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3937147 The complaint Mr B is unhappy that Metro Bank PLC applied a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. In September 2020, Mr B received two payments into his account tot... (3 pages)View decision -
Decision Reference DRN-4271585
2 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4271585 The complaint Miss M complains that Nationwide Building Society unfairly registered a CIFAS marker against her. CIFAS is the UK’s fraud alert service. What happened Miss M had accounts with Nationwide. Between 23 and 26 August 2022, several payments, totalling over £12,000 were... (4 pages)View decision -
Decision Reference DRN8522297
18 Nov 2015 Godiva Mortgages Limited Not upheldBanking and creditMrs H complains that Godiva Mortgages Limited (Godiva) has unfairly made an entry on the CIFAS database against her.backgroundIn 2013, Mrs H made an application for two mortgages to Godiva. On her application forms, she gave details of her employment status and provid... (2 pages)View decision -
Decision Reference DRN7897524
24 Mar 2017 Vanquis Bank Limited Not upheldBanking and creditMiss M complains that Vanquis Bank Limited registered information with CIFAS in connection with her credit card account. backgroundIn 2012 Miss M says she was owed some money by a friend. She says the friend’s boyfriend offered to pay the debt by paying off her credit... (2 pages)View decision -
Decision Reference DRN-4565707
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4565707 The complaint Miss H has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss H was told by Barclays that they were closing her account after they’d blocked her usage. They also lodged a fra... (2 pages)View decision -
Decision Reference DRN-2417795
6 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2417795 The complaint Mr B complains that Capital One (Europe) plc allowed a fraudster to access his account and amend the phone number. What happened Capital One says it received a call on 3 September 2019 from someone who had Mr B’s personal information. The caller was able to provid... (2 pages)View decision