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
-
Decision Reference DRN-3340922
28 Feb 2022 Clydesdale Bank Plc UpheldMortgagesDRN-3340922 The complaint Mr D complains that Clydesdale Bank Plc, trading as Virgin Money, treated him unfairly by recording information about him on fraud prevention databases following a mortgage application. What happened In 2018, Mr D applied for a mortgage of around £411,000 plus fee... (2 pages)View decision -
Decision Reference DRN-5056787
10 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5056787 The complaint Miss C is unhappy that Prepay Technologies Limited applied a Cifas marker against her name. She would like the marker removed. Monese is an agent of Prepay Technologies Limited, but I shall refer to Monese throughout this decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN8155235
3 Apr 2017 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs A complain Bank of Scotland plc (trading as Halifax) has added fraud markers against their names based on incorrect information.Mr and Mrs A want the markers to be removed as they say it’s damaging to them. They’d also like an apology from Halifax and com... (2 pages)View decision -
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 DRN7030351
11 Apr 2016 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc has not treated him fairly in that it will not explain how his name came to appear on a death certificate and will not give him enough reassurance that his personal information has not been compromised. background Santander wrote... (2 pages)View decision -
Decision Reference DRN8990624
7 Jun 2017 Santander UK Plc Not upheldBanking and creditMr F complains that Santander UK Plc wrongly recorded his details on the Credit Industry Fraud Avoidance System (CIFAS).background Santander recorded a fraud indicator (which it later removed) against Mr F. But Mr F says, because of this, he lost out on a better paid ... (2 pages)View decision -
Decision Reference DRN-2180411
13 Oct 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2180411 The complaint Mr S complains that National Westminster Bank Plc recorded a CIFAS marker against his name with CIFAS, the UK’s fraud alert service. What happened Mr S had a current account and two savings accounts with NatWest. Between 5 February and 5 March 2018 Mr S’s current ... (3 pages)View decision -
Decision Reference DRN5619471
5 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMiss S complains that Bank of Scotland plc (trading as Halifax) made an entry about her on a fraud prevention database when it rejected a mortgage application she’d made.backgroundMiss S applied for a mortgage directly with Halifax in 2015. She says that Halifax’s adviser told her not to d... (2 pages)View decision -
Decision Reference DRN-3563753
15 Aug 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3563753 The complaint E, a limited company complains that PrePay Technologies Limited (PrePay) unfairly refused to open a business account. E, through its director, Mr M, wants PrePay to apologise, explain why it refused to open the account and pay compensation for the time taken and t... (2 pages)View decision