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-5345893
10 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5345893 The complaint Mr H complained that The Royal London Mutual Insurance Society Limited gave misleading information during a phone call. What happened Mr H has a life and critical illness policy with Royal London. Mr H had tried to claim on his policy, but the claim was decline... (2 pages)View decision -
Decision Reference DRN-4895613
10 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4895613 The complaint Mrs J complains that her Royal London Mutual Insurance Society Limited single premium with-profits endowment plan {‘the policy’} provided a much lower return than she expected. What happened When Royal London recommended the policy in 1998, Mrs J’s objective wa... (3 pages)View decision -
Decision Reference DRN-5378086
7 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5378086 The complaint Mr P has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policy to an occupational scheme in 2011. Mr P has said the investments within the scheme have since lost signif... (5 pages)View decision -
Decision Reference DRN-5377905
6 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5377905 The complaint Mr P is being represented in his complaint by a professional representative which has made various arguments on his behalf. Its contention is that Royal London failed to carry out the necessary due diligence on Mr P’s transfer request in 2014, nor did they prov... (7 pages)View decision -
Decision Reference DRN-5347379
5 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5347379 The complaint Mr D 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 May 2014. Mr D’s SSAS was subsequently used to invest in a Dolphin Capital loan note. The... (11 pages)View decision -
Decision Reference DRN-5371350
4 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5371350 The complaint Mr O has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Mr O’s QROPS was partially used to invest in an over... (16 pages)View decision -
Decision Reference DRN-5353026
24 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5353026 The complaint Mrs H complained that The Royal London Mutual Insurance Society Limited mis-sold her a life assurance policy. What happened Mrs H took out a decreasing term life assurance policy with Royal London in October 2010. In 2023, having cancelled the direct debit, Mrs... (3 pages)View decision -
Decision Reference DRN-5344945
20 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5344945 The complaint Mr F, with the help of a claims management company (CMC), has complained about a transfer from his Royal London Mutual Insurance Society Limited (Royal London) pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in September 2014. The ... (14 pages)View decision -
Decision Reference DRN-5237436
20 Feb 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5237436 The complaint Mr M complains 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 M’s borrowing can be found below. loan number loan amount... (5 pages)View decision -
Decision Reference DRN-5344468
20 Feb 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5344468 The complaint Ms F complains about errors and poor service when she took mortgage advice from London and Country Mortgages Ltd. She says she missed out on lower interest rate products, had to find a larger deposit and was caused significant stress and inconvenience. What hap... (3 pages)View decision