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 393318 results
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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 -
Decision Reference DRN-5988162
1 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5988162 The complaint Mrs and Mr H’s complaint is about a claim they made on their Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. Mrs and Mr H say that C&G treated them unfairly. What happened I issued a provisiona... (4 pages)View decision -
Decision Reference DRN-5976865
1 Dec 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5976865 The complaint Mr L complains about the way Toyota Financial Services (UK) PLC (who I’ll call TFS) managed arrears on his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ... (2 pages)View decision -
Decision Reference DRN-5988138
1 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5988138 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was mis-sold to her and wasn’t of a satisfactory quality. What happened In October 2024, Miss M was supplied with a used car through a hire purch... (5 pages)View decision -
Decision Reference DRN-5892218
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5892218 The complaint Mr V’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5988301
1 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5988301 The complaint Mrs J complains that Tesco Underwriting Limited (“Tesco”) is responsible for mishandling a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2015... (6 pages)View decision