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-6096936
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6096936 The complaint Mr K complains HSBC UK Bank Plc recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. Whilst Mr K has a representative on this case, I will refer to him in this decision, as the complaint relates to his relationship with ... (2 pages)View decision -
Decision Reference DRN5592328
7 Jul 2015 Santander UK Plc UpheldBanking and creditMr K complains that Santander UK plc registered him as making a fraudulent mortgage application on Cifas’ (the UK’s fraud prevention service) database. The complaint is brought on his behalf by his wife.backgroundWhen Mr K visited a Santander branch to open a bank acc... (2 pages)View decision -
Decision Reference DRN-4670383
12 Mar 2024 Principality Building Society Not upheldMortgagesDRN-4670383 The complaint Mr P complains that Principality Building Society unfairly recorded a marker against him with National Hunter, a fraud prevention agency, following a mortgage application. Mr P has brought this complaint via a representative. What happened Mr P says he had discuss... (3 pages)View decision -
Decision Reference DRN-4936545
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936545 The complaint Mr K complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. Mr K also complains that Monzo closed his account. What happened Mr K had an account with Monzo, which he opened in 2019. On 14 September 2023, a p... (3 pages)View decision -
Decision Reference DRN-4453085
21 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4453085 The complaint Miss J is unhappy that HSBC UK Bank Plc placed an adverse fraud marker against her name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Miss J held an account with HSBC. In November 2019, tw... (3 pages)View decision -
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-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-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 DRN2947597
10 Jan 2020 Santander UK Plc UpheldBanking and creditMr H has complained Santander UK plc’s delay in removing a fraud-related marker from his record resulted in substantial financial loss.backgroundIn March 2019 Mr H discovered there’d been a fraud-related marker placed on his record. This had resulted in him being turned down for refinancin... (2 pages)View decision -
Decision Reference DRN8257757
17 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMiss T was the victim of identity fraud. She complains about the way Lloyds Bank PLC handled this and doesn’t feel it did enough to protect her. background Two accounts were opened with Lloyds using Miss T’s details - one in May 2015 and another in August 2015. After th... (2 pages)View decision