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-1795664
22 Jun 2022 Santander UK Plc UpheldBanking and PaymentsThe complaint Mr S complains as a Director of H, a limited company, that Santander UK Plc withheld money from the business, closed its account and applied a Cifas marker wrongfully. What happened In March 2019 H's Santander business account received a payment from a third-party bus... (3 pages)View decision -
Decision Reference DRN-3137927
11 Feb 2022 Santander UK Plc Not upheldMortgagesDRN-3137927 The complaint Mr and Mrs J complain that Santander UK Plc made an entry about them on the CIFAS fraud protection database in connection with a mortgage application. What happened In 2018, Mr and Mrs J applied for a mortgage with Santander. It accepted their application and offe... (3 pages)View decision -
Decision Reference DRN-3854103
8 Feb 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-3854103 The complaint Miss M complains Startline Motor Finance Limited registered a marker against her at CIFAS, the national fraud database. What happened In 2019 Miss M applied for finance through a broker, who approached a number of lenders including Startline. One of those lenders ... (3 pages)View decision -
Decision Reference DRN-2775367
24 Jun 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2775367 The complaint Miss P complains Santander UK Plc (“Santander”) closed her account, and then unfairly applied an adverse fraud marker against her. Miss P is represented by her mother. Where possible, and to keep things simple, I will refer to Miss P in my decision. What happened ... (5 pages)View decision -
Decision Reference DRN-3845397
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3845397 The complaint Mr M complains that Barclays Bank UK PLC blocked his bank account and wrongly placed a fraud marker against his name causing serious repercussions for him. What happened Mr M had several accounts with Barclays. In July 2021, Mr M started to talk to someone on a da... (4 pages)View decision -
Decision Reference DRN-5818046
26 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5818046 The complaint Mr B has complained Jaja Finance Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. He’s also concerned about Jaja Finance’s service failings. What happened In November 2024 Mr B was told by Jaja Finance that they were placing... (4 pages)View decision -
Decision Reference DRN7919254
16 May 2018 Bank of Scotland Plc UpheldBanking and creditMr and Mrs D complain that the Bank of Scotland plc withdrew a mortgage offer withoutgood reason. They are also unhappy that information about the application was passed to afraud prevention agency, CIFAS.backgroundMr and Mrs D applied for a mortgage and an offer ... (2 pages)View decision -
Decision Reference DRN-5603911
4 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5603911 The complaint Miss O complains Starling Bank Limited (“Starling”) closed her accounts and applied an adverse fraud marker against her. Miss O say the marker has prevented her from accessing vital financial products. To put things right, Starling should remove it. What happ... (4 pages)View decision -
Decision Reference DRN-4076381
14 Jul 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4076381 The complaint Mr O complains that National Westminster Bank Plc (‘NatWest’) registered a Cifas marker against him without due cause. What happened The details of this complaint are well-known to both parties, so I will not go into every detail of what happened here. But in summ... (4 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