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 1938 results
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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 DRN4263287
4 May 2020 Barclays Bank UK PLC Not upheldBanking and creditMiss B complained because Barclays Bank UK PLC closed her account, and recorded fraud markers against her name.backgroundMiss B said that on 23 July 2018 she had a call from someone she thought was from Barclays. The caller asked for a number of Miss B’s security details, including her ful... (4 pages)View decision -
Decision Reference DRN5546020
20 Jan 2020 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd won’t refund payments made on his credit cards that he says he didn’t authorise.backgroundMr T has two credit cards with NewDay. In August and September 2018, payments were made from these accounts to two gambling companies. The total value of the payments wa... (4 pages)View decision -
Decision Reference DRN1729435
24 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMiss D complains that information Barclays Bank plc has recorded with CIFAS1 is causing her difficulty opening a new bank account.backgroundBarclays closed Miss D’s current account following suspicious activity. Miss D says she didn’t know how the activity took place, but that someone mus... (2 pages)View decision -
Decision Reference DRN8279614
17 Jul 2019 Metro Bank PLC Not upheldBanking and creditMiss M complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. And closed her accounts. She wants Metro to remove the marker.backgroundOn 8 October 2017, Miss M opened three current accounts with Metro. Miss M opened two of th... (3 pages)View decision -
Decision Reference DRN7370362
17 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMr A complains that Bank of Scotland plc has registered a CIFAS marker against his name.CIFAS is the UK's fraud prevention service and Bank of Scotland in this case trades underits Halifax brand.backgroundIn October 2016 Mr A opened an account with Halifax. The bank was to send him a ... (2 pages)View decision -
Decision Reference DRN-3731254
6 Jan 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-3731254 The complaint Mr O complains that Starling Bank Limited added a marker to CIFAS, the national fraud database, when it closed his account. What happened Mr O says that someone stole his phone and was able to access his account at Starling Bank using the app. He says he has no kn... (4 pages)View decision -
Decision Reference DRN-6094320
10 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6094320 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (VM) recorded a marker against him with Cifas, a fraud prevention agency, in connection with a mortgage application. What happened In February 2024 Mr L applied to VM through a broker for a buy-to-... (2 pages)View decision -
Decision Reference DRN-2227746
2 Oct 2020 Metro Bank PLC UpheldBanking and PaymentsDRN-2227746 The complaint Mr L complains that Metro Bank PLC unfairly placed a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. He’s also unhappy that Metro closed his accounts. He wants Metro to compensate him for the distress and inconvenience this caused. What hap... (4 pages)View decision -
Decision Reference DRN-2636976
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2636976 The complaint Mr O complains that Bank of Scotland plc trading as Halifax wouldn’t open a Help to Buy ISA and wrongly told him that there was information about him recorded at CIFAS, the national fraud database. What happened Mr O applied for the account on 28 November 2019. He... (2 pages)View decision