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-5775331
10 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5775331 The complaint Ms E says The Royal London Mutual Insurance Society Limited (‘Royal London’) breached the privacy and confidentiality of her application to withdraw her pension as a lump sum. She refers to Royal London informing her previous employer – to whom the pension was ... (3 pages)View decision -
Decision Reference DRN-5690236
10 Nov 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5690236 Complaint Mr E has complained about high-cost short-term credit instalment (“HCSTC”) loans he took out with Evergreen Finance London Limited (trading as “Moneyboat”.co.uk). He says that these loans were unaffordable and so shouldn’t have been provided to him. Background Thi... (3 pages)View decision -
Decision Reference DRN-5657442
5 Nov 2025 Bank of London and The Middle East plc Not upheldBanking and PaymentsDRN-5657442 The complaint Mr M complains that Bank of London and The Middle East plc (“Nomo”) restricted and then closed his accounts without notice and without telling him why. What happened In March 2025 Nomo contacted Mr M to ask him about some payments which he had received. He expl... (2 pages)View decision -
Decision Reference DRN-5880161
27 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5880161 The complaint Mr S and Mrs T complain that The Royal London Mutual Insurance Society Limited has turned down a critical illness claim they made on a joint personal protection insurance policy. What happened The background to this complaint is well-known to both parties. So I... (5 pages)View decision -
Decision Reference DRN-5658107
17 Oct 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5658107 The complaint Miss M complains that London and Country Mortgages Ltd (L&C) misinformed her and caused delays, resulting in her mortgage going on to her lender’s standard variable rate. What happened Miss M was advised by L&C (a mortgage broker) in relation to her re... (4 pages)View decision -
Decision Reference DRN-5665769
13 Oct 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5665769 The complaint Mr P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk irresponsibly lent to him. What happened MoneyBoat lent Mr P three loans, from the information provided the lending history is as follows: Loan number Start date Loan amount (... (4 pages)View decision -
Decision Reference DRN-5669396
9 Oct 2025 Bank of London and The Middle East plc Not upheldBanking and PaymentsDRN-5669396 The complaint Mr C complains that Bank of London and The Middle East plc trading as BLME treated him unfairly when it asked him to provide information and closed his account. Mr C is also unhappy about how BLME released his closing balance. What happened The details of this... (3 pages)View decision -
Decision Reference DRN-5811104
9 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5811104 The complaint Mr and Mrs B complain that The Royal London Mutual Insurance Society Limited declined to pay a claim Mr B made under their life and critical illness policy. What happened The history to this complaint is well known to the parties, so I won’t repeat all the det... (3 pages)View decision -
Decision Reference DRN-5848262
8 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5848262 The complaint Mr K is unhappy that The Royal London Mutual Insurance Society Limited trading as Scottish Provident hasn’t paid the sum assured under his life and critical illness insurance policy (‘the policy’) for a heart procedure he underwent in 2020. What happened The d... (3 pages)View decision -
Decision Reference DRN-5813345
2 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5813345 The complaint Mr H is unhappy that The Royal London Mutual Insurance Society Limited (‘Royal London’) haven’t paid a claim he made on an income protection policy. What happened Mr H made a claim on his income protection policy. Royal London declined the claim as they didn’t ... (2 pages)View decision