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-2445499
20 Feb 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2445499 The complaint Miss D complains that National Westminster Bank Plc are holding her liable for disputed transactions she didn’t make. And they’ve loaded a national fraud marker against her name. What happened On the 12 August 2019 an overdraft of £2,750 was applied for on Miss D’... (3 pages)View decision -
Decision Reference DRN8581626
25 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditMr A complains that Barclays Bank UK plc closed his account without warning and placed a CIFAS marker against his name. CIFAS is the UK’s fraud prevention agency. backgroundIn June 2017 two credits were paid to Mr A’s account with Barclays. They totalled £3,100. On the same day there were ... (2 pages)View decision -
Decision Reference DRN-2009541
21 Jul 2020 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr S complains Barclays Bank UK PLC has unfairly closed his business account and recorded a CIFAS marker against him. He would like his account to be re-instated, the marker to be removed, a full investigation and to be compensated. He brings this complaint on behalf of his b... (3 pages)View decision -
Decision Reference DRN4616199
3 Sep 2015 Santander UK Plc Not upheldBanking and creditMs C complains that the registration of her details on the CIFAS database by Santander UK Plc is unfair.backgroundMs C had a mortgage with Santander. Because of what Santander thought was suspicious activity on her account, it registered a fraud record against her ... (2 pages)View decision -
Decision Reference DRN7649206
28 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr G has complained that HSBC UK Bank plc recorded a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. backgroundMr G has had accounts with HSBC for a number of years. In May 2018 he received a payment of £2,000 into his current account from a Halifax account. Halifax c... (2 pages)View decision -
Decision Reference DRN-3429152
21 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3429152 The complaint Mr K is unhappy that Santander UK Plc declined his mortgage application then recorded a marker against him on a fraud prevention database. What happened Mr K made an online application with Santander on 1 March 2019 for a mortgage to purchase a property. Santander... (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 DRN2447236
14 Feb 2019 Santander UK Plc UpheldBanking and creditMr J complains that Santander UK Plc closed his account and placed a CIFAS fraud marker on his account without telling him. As a result of this he found he was unable to open a new account with another bank.backgroundMr J had two accounts with Santander: a curren... (3 pages)View decision -
Decision Reference DRN-4966568
19 Sep 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4966568 The complaint Mr A has complained that Astrenska Insurance Limited declined a claim he made on a travel insurance policy, voided the policy and applied a fraud marker to his personal details. What happened In January 2024, Mr A had some cash stolen by pickpockets whilst he ... (3 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