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 2048 results
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Decision Reference DRN5263239
30 Dec 2019 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc has registered a marker on the database at CIFAS the UK’s fraud prevention service.backgroundMr B says that he had not been using his bank account with NatWest. He kept his debit card and his PIN in his wallet and he’d lost this in March or... (3 pages)View decision -
Decision Reference DRN9948075
22 May 2020 Coventry Building Society Not upheldBanking and creditMr S complains that Coventry Building Society (CBS) registered a marker about him at CIFAS the national fraud database.backgroundMr S says he has discovered that CBS had added the marker in December 2014 when it closed his accounts. He says that it shouldn’t have done so, hadn’t told him a... (2 pages)View decision -
Decision Reference DRN3696496
10 Jan 2020 Virgin Money plc UpheldBanking and creditMrs D complains that Virgin Money Plc (Virgin) incorrectly placed fraud prevention markers on her account, and that this has caused her distress and inconvenience.backgroundIn September 2018 Mrs D applied for a Virgin credit card account. Her application was granted, and her identification... (2 pages)View decision -
Decision Reference DRN-5373692
31 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373692 The complaint Mr A complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN-4332292
6 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4332292 The complaint Mr S complains Nationwide Building Society blocked and later closed his accounts. He’s unhappy with how he’s been treated by Nationwide and would like compensation. What happened The facts which led to Mr S bringing this complaint to our service are well known to ... (5 pages)View decision -
Decision Reference DRN3732462
1 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr J feels that Nationwide Building Society (“NBS” for short) has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file.backgroundMr J had a bank account with NBS. Another business placed a marker on Mr J’s Cifas file. (Mr... (2 pages)View decision -
Decision Reference DRN-5947006
11 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5947006 The complaint Mr K complains Monzo Bank Ltd unfairly recorded a Cifas marker against him. He wants the marker removed, a letter acknowledging they should have handled matters better, compensation, and help restoring his account or opening a basic account. What happened Mr K ... (3 pages)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision -
Decision Reference DRN8955476
11 Mar 2020 National Westminster Bank Plc Not upheldBanking and creditMiss S is unhappy that National Westminster Bank Plc closed her account and added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She’d like NatWest to remove the marker. BackgroundMiss S had an account with NatWest. On the 20 November 2017, a payment of £9,800 wa... (3 pages)View decision -
Decision Reference DRN4870237
17 Feb 2016 Coventry Building Society Not upheldBanking and creditMr B complains about a fraud maker on his credit file after he applied for a mortgage with Coventry Building Society.our initial conclusionsMr B applied for a buy to let mortgage with Coventry in 2014. Coventry says that because the information from Mr B’s P60 was not v... (2 pages)View decision