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-5159802
10 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5159802 The complaint Ms K and Mr M have complained that The Royal London Mutual Insurance Society Limited (“RL”) declined the claim Mr M made on their joint life and critical illness policy and have said they won’t continue the policy on the same terms. What happened In late Novemb... (4 pages)View decision -
Decision Reference DRN-5241403
6 Jan 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5241403 The complaint Mr E complains that The Royal London Mutual Insurance Society Limited (Royal London) caused avoidable delays to his annuity purchase, leading to financial loss. He also complains that he received poor service from Royal London. Mr E is represented in his compla... (8 pages)View decision -
Decision Reference DRN-5081489
3 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5081489 The complaint Mr T 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 2014. Some of Mr T’s QROPS funds were subsequently used to invest ... (14 pages)View decision -
Decision Reference DRN-4895274
2 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4895274 The complaint Mr T complains on behalf of his wife, Mrs T, that The Royal London Mutual Insurance Society Limited provided misleading information ahead of him transferring Mrs T’s ISA to another provider. He argues his reliance on this information has caused Mrs T a financia... (4 pages)View decision -
Decision Reference DRN-4895308
2 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4895308 The complaint Mr T complains The Royal London Mutual Insurance Society Limited provided misleading information ahead of him transferring his ISA to another provider. He argues his reliance on this information has caused him a financial loss. What happened Mr T held an inves... (4 pages)View decision -
Decision Reference DRN-5230825
31 Dec 2024 London General Insurance Company Limited UpheldInsuranceDRN-5230825 The complaint Mr J complains that London General Insurance Company Limited (“LGI”) declined a claim under his car warranty insurance policy. What happened Mr J had a warranty insurance policy with LGI covering his car. I’ll mention that the car was used by a family member, b... (2 pages)View decision -
Decision Reference DRN-5041242
31 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5041242 The complaint J (a limited company) is the policyholder of a life and critical illness policy, underwritten by The Royal London Mutual Insurance Society Limited (‘the policy’). J is unhappy that The Royal London Mutual Insurance Society Limited didn’t consider a claim under... (2 pages)View decision -
Decision Reference DRN-5232740
30 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5232740 The complaint Mr A is unhappy that The Royal London Mutual Insurance Society Limited didn’t consider a claim under a life and critical illness policy he had the benefit of. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5206649
20 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5206649 The complaint Mrs C’s complained – in her capacity as a representative of the late Mrs K’s estate – that the Royal London Mutual Insurance Society Limited haven’t been able to satisfy her that all the policies taken out by Mrs K and her husband have been properly dealt with.... (2 pages)View decision -
Decision Reference DRN-5014814
19 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5014814 The complaint Mrs G is unhappy with the surrender value of an endowment policy she took out with The Royal London Mutual Insurance Society Limited (‘Royal London’). What happened In 1998, Mrs G took out an endowment policy with Royal London. She’s told us that, at the time, ... (2 pages)View decision