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 3981 results
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Decision Reference DRN-5933472
11 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5933472 The complaint Ms A complains that Santander UK Plc failed to reimburse her money she lost after she says she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In early 2024, Ms A ... (4 pages)View decision -
Decision Reference DRN2511820
19 Sep 2013 National Westminster Bank Plc Not upheldBanking and creditMrs G complains that National Westminster Bank plc won’t refund money withdrawn from her current account. The bank’s also holding her liable for an outstanding balance accrued on another account in her name, following the return of a cheque. Mrs G says she didn’t set up that account or... (2 pages)View decision -
Decision Reference DRN4506922
31 Jul 2014 National Westminster Bank Plc Not upheldBanking and creditMr A and Mrs B complain that when National Westminster Bank Plc (NatWest) released their safety deposit box to a third party in error, items were taken.backgroundNatWest accepts that in 2002 it released the box to a third party with the same name as Mr A. At the time it asked Mr A and Mr... (2 pages)View decision -
Decision Reference DRN-4503573
26 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4503573 The complaint Ms P complains Blue Motor Finance Ltd (BMF) supplied her with a car that she believes wasn’t of satisfactory quality. She also complains the car was mis-represented to her. What happened In February 2023, Ms P entered into a 55 month agreement for a ... (3 pages)View decision -
Decision Reference DRN-3334981
2 Nov 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3334981 The complaint Ms S complains that National Westminster Bank Plc (“NatWest”) refused to allow her to withdraw cash from her account. What happened Ms S attempted to withdraw £6,000 in cash from her account while in a NatWest branch. When asked what it was for, she was not happy ... (4 pages)View decision -
Decision Reference DRN-3217766
5 Jan 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3217766 The complaint Mr A complains on behalf of his mother’s (Mrs A’s) estate, about the surrender of her investments by Aviva Life & Pensions UK Limited, referred to as “Aviva”. In short, Mr A says that Aviva is wrong to claim that it paid out money to the estate of Mrs A in err... (5 pages)View decision -
Decision Reference DRN7289893
7 Dec 2020 TSB Bank plc UpheldBanking and creditMiss A is unhappy TSB Bank plc has refused to refund the £9,750 she lost after falling victim to a scam involving, what she thought was, a new business grant. TSB says it’s not liable for Miss A’s loss because she authorised the payments, they weren’t unusual or significant given the previ... (3 pages)View decision -
Decision Reference DRN1826535
19 Aug 2019 Metro Bank PLC Not upheldBanking and creditComplaintMs C is unhappy that Metro Bank PLC added a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. She says this has led to her having her bank account closed. And she wants Metro to remove her CIFAS marker. backgroundMs C opened an account with Metro Bank in 2017... (3 pages)View decision -
Decision Reference DRN6212753
21 May 2014 Barclays Bank Plc UpheldInvestment and pensionsMr and Mrs N’s complaint, in summary, is that they were recommended an Aviva Portfolio Bond and two Barclays FTSE Super Tracker Plans by Barclays Bank Plc (“Barclays”) which were unsuitable for them.backgroundIn April 2011 Mr and Mrs N’s representative wrote to Barclays to complain th... (7 pages)View decision -
Decision Reference DRN-3616164
8 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3616164 The complaint Mrs R and Mr T complain about the service they received from National Westminster Bank Plc (“NatWest”) when they were trying to make payments towards services for their daughter’s wedding. What happened Mrs R and Mr T hold a joint current account with NatWest, for... (4 pages)View decision
