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 384133 results
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Decision Reference DRN-5384366
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5384366 The complaint Mr C has complained about Santander UK Plc not refunding several payments he says he made and lost to an authorised push payment (APP) gambling scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail h... (3 pages)View decision -
Decision Reference DRN-5344530
1 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5344530 The complaint Mrs B is unhappy as she doesn’t think that Aviva Life & Pensions UK Limited (‘Aviva’) has correctly administered the reviewable whole of life policy she holds with it. What happened I've outlined what I think are the key events and points involved in ... (7 pages)View decision -
Decision Reference DRN-5881638
1 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5881638 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (RBS) will not refund all the money he lost as the result of an investment scam. Mr L brought his complaint through a representative. For ease of reading I will refer solely to Mr L in this decision. What happ... (3 pages)View decision -
Decision Reference DRN-5941357
1 Dec 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5941357 The complaint Mrs M and Mr M have complained on behalf of company E about a commercial mortgage account it holds with Shawbrook Bank Limited. Company E said Shawbrook transferred funds without its permission. It also said interest rate change letters and annual statements we... (3 pages)View decision -
Decision Reference DRN-5950779
1 Dec 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5950779 The complaint Miss M and Mr M have complained about three mortgage accounts they hold with Shawbrook Bank Limited. They’ve said Shawbrook transferred funds between the accounts without their permission in 2017 and 2018, which led to arrears. They’ve also said interest rate c... (4 pages)View decision -
Decision Reference DRN-5988394
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5988394 The complaint Mr G complained that when he was overseas and unable to use his mobile phone NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) didn’t delete his biometrics or de-link his phone number from its mobile banking app, preventing him from accessing his acc... (3 pages)View decision -
Decision Reference DRN-5970767
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5970767 The complaint Mr and Mrs D complain that National Westminster Bank Public Limited Company (NatWest) won’t refund the money Mr D lost to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (5 pages)View decision -
Decision Reference DRN-5987367
1 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5987367 The complaint Miss C says Nationwide Building Society (“Nationwide”) refuses to refund her for a direct debit indemnity claim and transactions on her account she says she didn’t authorise. Miss C has appointed a personal representative who has brought this complaint on her b... (3 pages)View decision -
Decision Reference DRN-5716798
1 Dec 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5716798 The complaint Miss R complained to us that First Central Insurance Management Limited didn’t detect that a motor insurance policy was taken out in her name without her knowledge, and that it provided poor service in general. What happened Miss R found out about the policy wh... (2 pages)View decision -
Decision Reference DRN-5988306
1 Dec 2025 VANGUARD ASSET MANAGEMENT, LTD. UpheldInvestmentsDRN-5988306 The complaint Mr H complains about the administration of his ISA transfer by VANGUARD ASSET MANAGEMENT, LTD. (Vanguard). He complains that Vanguard didn’t follow his instructions to carry out a partial in specie transfer from his ISA with another provider (provider 1) to V... (7 pages)View decision
