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 2116 results
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Decision Reference DRN-5365904
29 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5365904 The complaint Ms M’s children and the executors of her estate complain that The Royal London Mutual Insurance Society Limited failed in their duty of care to a vulnerable customer when Ms M purchased an annuity in 2022. The complaint is led by one of Ms M’s sons, Mr M. What ... (3 pages)View decision -
Decision Reference DRN-5504594
24 Apr 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5504594 The complaint Mr W complains that he was provided incorrect information from The Royal London Mutual Insurance Society Limited about the exit charge for his Group Personal Pension (‘GPP’). He says that mistake caused him to decide not to transfer his pension to a different p... (6 pages)View decision -
Decision Reference DRN-5502498
24 Apr 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5502498 The complaint Mr Y, through his representative, complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk (“MoneyBoat”), lent to him irresponsibly. What happened The table is a summary of the loans Mr Y took. I have included the breaks in the lending. One g... (3 pages)View decision -
Decision Reference DRN-5452436
16 Apr 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5452436 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L&C”) didn’t perform a rate check on the mortgage before they took out a new mortgage product. What happened Mr and Mrs E have a mortgage with a lender. Their broker was L&C. The mortgage is ... (3 pages)View decision -
Decision Reference DRN-5474801
16 Apr 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5474801 The complaint Mr H complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found below.... (7 pages)View decision -
Decision Reference DRN-5365914
7 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5365914 The complaint Mr D is unhappy that The Royal London Mutual Insurance Society Limited (‘Royal London’) ended a claim made on his income protection insurance policy and asked him to pay back the benefit it had been paying to him under the policy. Although Mr D is being repres... (6 pages)View decision -
Decision Reference DRN-5404270
4 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404270 The complaint Mr and Mrs M have complained that The Royal London Mutual Insurance Society Limited, trading as Royal London (“RL”) unfairly declined Mr M’s terminal illness claim. What happened Mr and Mrs M bought a joint life insurance policy from RL in 2010. This provided ... (2 pages)View decision -
Decision Reference DRN-5441317
31 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5441317 The complaint Mr G has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr G’s QROPS was used to invest in The Res... (13 pages)View decision -
Decision Reference DRN-5389367
28 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5389367 The complaint Mr and Mrs W are unhappy with the service and the delays they experienced with The Royal London Mutual Insurance Society Limited (Royal London). Although this policy is in joint names, for simplicity, I’ll refer to all submissions as being made by Mr W personal... (3 pages)View decision -
Decision Reference DRN-3249398
19 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3249398 The complaint Mr B has complained about the actions of The Royal London Mutual Insurance Society Limited when it transferred his personal pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. The QROPS subsequently invested in an asset that now has a... (15 pages)View decision