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-5907435
12 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5907435 The complaint Mr and Mrs M complain that The Royal London Mutual Insurance Society Limited trading as Scottish Provident has turned down a critical illness claim they made on a personal ‘Self Assurance’ mortgage protection plan. As Mr M brought the complaint to us, for ease ... (5 pages)View decision -
Decision Reference DRN-5634585
10 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5634585 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) irresponsibly provided him with a loan. What happened MoneyBoat provided Mr H with an instalment loan for £200, with a total amount repayable of £366.71 in January 20... (3 pages)View decision -
Decision Reference DRN-6012133
10 Dec 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-6012133 The complaint Ms T complained that The Royal London Mutual Insurance Society Limited (RL) declined a claim on her critical illness policy. Ms T also complained about the customer service provided. What happened Ms T took out a critical illness policy with RL in 2003. I was s... (5 pages)View decision -
Decision Reference DRN-5962091
9 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5962091 The complaint Mrs L has complained to The Royal London Mutual Insurance Society Limited (Royal London) that she was treated differently to her husband when she began accessing her pension benefits. What happened The investigator who considered this matter set out the backgr... (3 pages)View decision -
Decision Reference DRN-5975873
26 Nov 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-5975873 The complaint Mr and Mrs O complain about the commission The Royal London Mutual Insurance Society Limited has paid to third parties in relation to their life assurance policy. What happened In 2002 Mr and Mrs O took out a reviewable whole of life assurance policy with Scott... (6 pages)View decision -
Decision Reference DRN-5970684
24 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5970684 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited trading as Royal London refused to transfer his pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’). What happened In April 2024 Royal London received a request from Secure M... (6 pages)View decision -
Decision Reference DRN-5713460
20 Nov 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5713460 The complaint Miss H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to agree a repayment plan for her loan after she’d been made redundant. Miss H says this resulted in them incorrectly applying a missed payment marker on her ... (3 pages)View decision -
Decision Reference DRN-5816831
18 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5816831 The complaint Mrs M complains that The Royal London Mutual Insurance Society Limited (‘Royal London’) is now unfairly preventing her from accessing her pension benefits. What happened In 1989, Mrs M took out a personal pension that’s now held by Royal London. It’s a ‘combin... (3 pages)View decision -
Decision Reference DRN-5639839
17 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5639839 The complaint In 1993 Mr H was advised by United Friendly Insurance, now The Royal London Mutual Insurance Society Limited (‘Royal London’), to transfer his Defined Benefits Pension (‘DBP’) to a personal pension. In 1999 he had the transfer assessed under United Friendly’s p... (4 pages)View decision -
Decision Reference DRN-5754175
11 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5754175 The complaint Mrs B is unhappy that The Royal London Mutual Insurance Society Limited has declined a claim she made on her life and critical illness policy. What happened In June 2016 Mrs B applied for a life and critical illness policy. She claimed on the policy following a... (3 pages)View decision