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-4249369
7 Dec 2023 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4249369 The complaint Mr S has complained that The Royal London Mutual Insurance Society Limited didn’t make him aware of his Open Market Option, or his possible eligibility for an enhanced annuity, when he took his annuity. Mr S claims that he’s suffered a financial loss as a result. ... (5 pages)View decision -
Decision Reference DRN-4423645
7 Dec 2023 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4423645 The complaint Mrs W has complained that The Royal London Mutual Insurance Society Limited (‘Royal London’) failed to update her about changes to her policy. What happened Mrs W bought a protection policy many years ago which included a sum assured of £60,000 payable on death if... (2 pages)View decision -
Decision Reference DRN-4493437
7 Dec 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4493437 The complaint Miss K complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) gave her loans without carrying out proportionate affordability checks. What happened A summary of Miss K’s borrowing can be found in the table... (5 pages)View decision -
Decision Reference DRN-4484149
29 Nov 2023 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4484149 The complaint Mr L complains that London & Colonial Services Limited (‘L&C’) shouldn’t have allowed him to invest in its Self-Invested Personal Pension (‘SIPP’) and that it failed to carry out sufficient due diligence on the investment made within it. He says L&C sh... (37 pages)View decision -
Decision Reference DRN-4182858
28 Nov 2023 London and Country Mortgages Ltd Not upheldMortgagesDRN-4182858 The complaint Mrs G and Mr M complain about the service London and Country Mortgages Ltd provided in relation to their re-mortgage application. What happened In June 2022 Mrs G and Mr M were looking to re-mortgage their residential property when their existing five-year fixed i... (4 pages)View decision -
Decision Reference DRN-4352612
27 Nov 2023 London and Country Mortgages Ltd UpheldMortgagesDRN-4352612 The complaint Miss M’s complaint about London and Country Mortgages Ltd (L&C) relates to the time taken to process and complete her mortgage application and also the service she received. What happened In June 2022, Miss M instructed L&C, a mortgage broker, to advise he... (4 pages)View decision -
Decision Reference DRN-4094967
24 Nov 2023 London and Country Mortgages Ltd Not upheldInsuranceDRN-4094967 The complaint Mr W complains that his critical illness cover has been cancelled when it shouldn’t have been because London and Country Mortgages Ltd (LCM) didn’t provide the information it should have done to the insurer. What happened In 2021 Mr W was purchasing a new property... (2 pages)View decision -
Decision Reference DRN-4213322
24 Nov 2023 Evergreen Finance London Limited Not upheldConsumer CreditDRN-4213322 The complaint Mr L complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) gave him a loan which he couldn’t afford to repay. What happened Mr L was granted one loan of £500 on 27 February 2023. He was due to make a total of three-monthly repayments ... (3 pages)View decision -
Decision Reference DRN-4446024
17 Nov 2023 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4446024 The complaint Mr M complains that Royal London Mutual Insurance Society Limited declined a claim he made under his life and critical illness policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Our investigator didn’t ... (3 pages)View decision -
Decision Reference DRN-4424839
14 Nov 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4424839 The complaint Mr M complains about the advice given to him by The Royal London Mutual Insurance Society Limited (Royal London) to transfer an occupational defined benefit (DB) pension and commence a personal pension instead. Mr M has stated that his DB pension would have provid... (5 pages)View decision