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 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 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 -
Decision Reference DRN8825859
19 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditMr N complains that Bank of Scotland plc (trading as Halifax) will not remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against him after a mortgage application he made to it.backgroundI’ve issued two provisional decisions on this case. The... (3 pages)View decision -
Decision Reference DRN-3946485
7 Nov 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3946485 The complaint Mr B has complained TSB Bank plc added a fraud-related marker to the industry fraud database, CIFAS. He believes he should be paid effective compensation. What happened Mr B applied for current and savings accounts with TSB in June 2022. They rejected his applicat... (2 pages)View decision -
Decision Reference DRN7414529
13 Jan 2020 Santander UK Plc Not upheldBanking and creditComplaintMr F has complained that Santander UK Plc registered a CIFAS marker against his name.BackgroundSantander closed Mr F’s account and registered a CIFAS marker after someone had deposited two cheques in his account for £39,310 and £32,000. The first cheque was returned marked ‘unpaid... (4 pages)View decision -
Decision Reference DRN-2878671
18 Aug 2021 N26 Bank GmbH Not upheldBanking and PaymentsDRN-2878671 The complaint Mr V is unhappy N26 Bank GmbH (“N26”) have applied a fraud prevention marker (Cifas) against him. What happened Mr V contacted N26 in November 2020 after discovering they had applied a Cifas marker against him. He told them that in November 2019, he was having som... (4 pages)View decision -
Decision Reference DRN-5579687
18 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5579687 The complaint Mr I has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In June 2024 Mr I applied for a credit card with Amex. He was granted a credit limit of £3,200. In the f... (2 pages)View decision -
Decision Reference DRN-5436393
22 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5436393 The complaint Miss S has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss S opened an account with Revolut in February 2021. Her use was reasonably regular and included credits in from the same place ... (2 pages)View decision