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-5014810
19 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5014810 The complaint Mrs R 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 R took out an endowment policy with Royal London. She’s told us that, at the time, ... (2 pages)View decision -
Decision Reference DRN-5015507
18 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5015507 The complaint Mr H complained to The Royal London Mutual Insurance Society Limited after being told his annual annuity payment was suspended. In his complaint to this service he has asked that it allow him to cash in the whole of his annuity. What happened Mr H initially com... (4 pages)View decision -
Decision Reference DRN-5089866
17 Dec 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5089866 The complaint Mr K complains that The Royal London Mutual Insurance Society Limited (RL) failed to pay him tax free cash before sending his funds to set up an annuity. What happened Mr K said he made clear to RL that he wanted to take his tax-free cash and use the remainder ... (6 pages)View decision -
Decision Reference DRN-5199810
17 Dec 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5199810 The complaint Mr I complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without properly checking his finances. What happened Mr I was granted six loans and a summary of his borrowing can be found below. loan number lo... (7 pages)View decision -
Decision Reference DRN-5212071
13 Dec 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-5212071 The complaint Ms R and Mr R complain that London and Country Mortgages Ltd gave them incorrect information about whether an early repayment charge (ERC) would apply when they moved home. They say they are about £6,000 out of pocket and this was an extremely stressful experie... (3 pages)View decision -
Decision Reference DRN-5053325
6 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5053325 The complaint Mrs F and Mrs D have complained – in their capacity as surviving Trustees of the F Trust – that the Royal London Mutual Insurance Society Limited (“RL”) declined the claim made on the policy when the third trustee, Mr F, passed away and cancelled the policy. Wh... (3 pages)View decision -
Decision Reference DRN-5122954
5 Dec 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5122954 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited (Royal London) made errors and caused avoidable delays to his annuity purchase. As a result, he thinks he’s now receiving a lower annuity than he should be. What happened Mr M had two pension... (8 pages)View decision -
Decision Reference DRN-5140919
5 Dec 2024 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5140919 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with a loan he couldn’t afford due to the number of loans he’d recently taken out. What happened Mr M was granted a £200 loan on 11 April 2024, and he wa... (3 pages)View decision -
Decision Reference DRN-5106447
4 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5106447 The complaint Mrs H unhappy that The Royal London Mutual Insurance Society Limited didn’t cover a terminal illness claim under the life insurance policy she held jointly with Mr H. What happened The details of this complaint are well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5186774
4 Dec 2024 London General Insurance Company Limited UpheldInsuranceDRN-5186774 The complaint Mr M has complained about his parts and labour warranty provider London General Insurance Company Limited (LGI) because it has refused his claim for a failed timing chain which caused catastrophic engine damage. What happened In March 2024, Mr M was driving hi... (6 pages)View decision