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 DRN1128785
25 Mar 2020 Retail Money Market Ltd Not upheldBanking and creditMr S’s complaint against Retail Money Market LTD, trading as Ratesetter (Ratesetter), is that it refuses to remove a CIFAS marker it placed against him. backgroundIn November 2018, Mr S applied for a loan with Ratesetter. In doing so, he inflated his income, and submitted falsified bank st... (3 pages)View decision -
Decision Reference DRN-5334952
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5334952 The complaint Mr V has complained Lloyds Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr V had opened an account with Lloyds in early 2020. In April 2020 Mr V was told by Lloyds that they were closing his account. T... (2 pages)View decision -
Decision Reference DRN1105678
29 Sep 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr A is unhappy that Bank of Scotland plc (BoS) incorrectly reported information which impacted his credit score and loaded a Cifas marker against him.BackgroundIn March 2014 Mr A received a cheque into his BoS account. Shortly after the deposit of the cheque, a payment and a cash... (3 pages)View decision -
Decision Reference DRN-2169685
4 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2169685 The complaint Mr M complains that Metro Bank PLC closed his account and registered a fraud marker at CIFAS, the national fraud database. What happened Mr M opened an account with Metro Bank on 28 February 2020. He says he left his bank card and his mobile phone in his jacket in... (3 pages)View decision -
Decision Reference DRN-4133330
16 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4133330 The complaint Miss D has complained that Starling Bank Limited registered a marker against her at CIFAS, the national fraud database. What happened In autumn 2022, over the course of about a day, Miss D received a series of payments and passed them on to cryptocurrency accounts... (4 pages)View decision -
Decision Reference DRN4835138
11 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMs L complains that National Westminster Bank Plc won’t remove a Credit Industry Fraud Avoidance System (‘CIFAS’) entry it registered against her following a remortgage application. NatWest said that the income information provided by Ms L (or her broker) had differed significantly f... (2 pages)View decision -
Decision Reference DRN-3975004
22 May 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3975004 The complaint Mr M complains that Barclays Bank UK PLC added a marker about him at CIFAS having closed his account. What happened Mr M says that there was no fraudulent activity carried out on his account. And so, Barclays didn’t have a basis to close it or add the marker which... (3 pages)View decision -
Decision Reference DRN-4759062
3 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4759062 The complaint Mr A is unhappy Barclays Bank UK PLC have recorded a Cifas marker on his credit file and he’d like this to be removed. What happened Mr A says he allowed his friend to use his account which received a credit of £1,100 on 14 June 2023 and was withdrawn on the same ... (4 pages)View decision -
Decision Reference DRN-5680178
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680178 The complaint Mr W has complained Clydesdale Bank plc, trading as Virgin Money Bank, lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr W found that his main bank account was suddenly closed in March 2025. He discovered there ... (2 pages)View decision -
Decision Reference DRN-2726964
7 Jun 2021 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2726964 The complaint Mr M complains that Shop Direct Finance Company Limited trading as Very refused his application for a credit account, having initially approved it. He wants compensation and reports of the credit checks to be removed from his credit file. What happened Mr M tells ... (2 pages)View decision