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-5403971
19 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5403971 The complaint Ms N’s complaint is about the maturity value of a mortgage endowment policy she had with Royal London Mutual Insurance Society Limited. She considers that it was too low, given how much the stock market and the individual funds the policy was invested in grew o... (4 pages)View decision -
Decision Reference DRN-5404597
18 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-5404597 The complaint Mr R complains about the surrender value of his life assurance policy held with The Royal London Mutual Insurance Society Limited as he feels it should be higher, due to the number of years the policy has been in place. What happened In 1975 Mr R took out two i... (7 pages)View decision -
Decision Reference DRN-5404341
18 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404341 The complaint Mrs M is unhappy that The Royal London Mutual Insurance Society Limited declined a claim for the critical illness benefit made on her life and critical illness insurance policy (‘the policy’) and that it’s voided the policy. What happened The details of this c... (4 pages)View decision -
Decision Reference DRN-5368557
17 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5368557 The complaint Mr J has complained that The Royal London Mutual Insurance Society Limited failed to send him a retirement pack for his pension policy in good time, denying him the chance to explore his benefit options. He also says that he received poor customer service and t... (8 pages)View decision -
Decision Reference DRN-5134254
14 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5134254 The complaint Mr F says Royal London Mutual Insurance Society Limited gave him incorrect information about his tax liability when he was exploring cashing in a ‘small pot’ personal pension. What happened There’s broad agreement between the parties about what happened in thi... (6 pages)View decision -
Decision Reference DRN-5396996
14 Mar 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5396996 The complaint Mr E complains that an offer for compensation should have been paid directly to him by Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat). He also complains that a loan was irresponsibly lent to him and MoneyBoat failed to set up a payment ... (3 pages)View decision -
Decision Reference DRN-5394039
14 Mar 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5394039 The complaint Mr and Mrs F complain about a re-mortgage application they arranged with London and Country Mortgages Ltd (“L&C”). Mr and Mrs F say that they were carrying out extensive building work on their property, but it wasn’t until the day of completion in May 2023 ... (3 pages)View decision -
Decision Reference DRN-5387665
13 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5387665 The complaint Mr G has complained about a transfer of his pension with The Royal London Mutual Insurance Society Limited (‘Royal London’) to a small self-administered scheme (‘SSAS’) in November 2013. Mr G’s SSAS was subsequently used to invest in Commercial Property in Cape... (11 pages)View decision -
Decision Reference DRN-5391479
12 Mar 2025 London and Country Mortgages Ltd Not upheldInsuranceDRN-5391479 The complaint Mr and Mrs H complain about the service Mrs H received when London and Country Mortgages Ltd (L&C) sold them life and critical illness cover. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details he... (4 pages)View decision -
Decision Reference DRN-5346563
12 Mar 2025 London General Insurance Company Limited UpheldInsuranceDRN-5346563 The complaint Mr B complains about London General Insurance Company Limited trading as Assurant (“Assurant”) have unfairly declined his motor warranty policy claim. All references to Assurant also include its appointed agents. What happened The details of this complaint are ... (2 pages)View decision