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 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 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-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-4110430
25 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4110430 The complaint Miss A complains that HSBC UK Bank Plc unfairly closed her bank account and recorded information about her with CIFAS, the UK’s fraud alert service. What happened Miss A had an account with HSBC. In June 2022, Miss A received several payments into her account, whi... (2 pages)View decision -
Decision Reference DRN-5655707
17 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5655707 The complaint Mr H complains that esure Insurance Limited (esure) recorded his details on the Credit Industry Fraud Avoidance System (CIFAS) which he says resulted in him being unable to open a bank account. He’d like the fraud marker removed. What happened In March 2020, a ... (3 pages)View decision -
Decision Reference DRN1489954
26 Jun 2019 Barclays Bank UK PLC Not upheldBanking and creditMr J complains that Barclays Bank UK PLC froze his main account and denied him access to his money. The bank then closed all of his accounts.background Mr J banked with Barclays. He set up accounts for his two children and was putting money into each account on ... (3 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-3697945
23 Sep 2022 Paratus AMC Limited Not upheldMortgagesDRN-3697945 The complaint Mr and Mrs A complain that Paratus AMC Limited (trading as Foundation Home Loans) (“FHL”) made an entry about them on the CIFAS database in connection with a joint mortgage application. What happened Mr and Mrs A applied for a mortgage with FHL in November 2021. F... (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