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-4211376
29 Jun 2023 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4211376 The complaint Mr A complains that The Royal London Mutual Insurance Society Limited (RLM) caused delays in setting up his annuities, leading to him having to wait several months for his first income payments. RLM has upheld the complaint. It felt it had caused a six-week delay ... (8 pages)View decision -
Decision Reference DRN-4145101
28 Jun 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4145101 The complaint Miss O complained because London Community Credit Union Limited (LCCU) debited two payments from her account, which she hadn’t authorised. She also wants a final statement, because access to her online account was blocked when she closed her account. What happened... (3 pages)View decision -
Decision Reference DRN-3959765
27 Jun 2023 London General Insurance Company Limited UpheldInsuranceDRN-3959765 The complaint Miss O complains that London General Insurance Company Limited declined her claim on her motor warranty. What happened Miss O had a motor warranty that was underwritten by London General. In March 2022 she made a claim after the engine management warning light cam... (2 pages)View decision -
Decision Reference DRN-4185515
27 Jun 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4185515 The complaint Miss R complains Evergreen Finance Limited London trading as MoneyBoat.co.uk (MoneyBoat) agreed to freeze the interest on her loan balance when she notified them of her financial difficulties. Miss R also says MoneyBoat added further interest to the balance once i... (6 pages)View decision -
Decision Reference DRN-3764842
23 Jun 2023 I.M.S. (London) Limited Not upheldInsuranceDRN-3764842 The complaint Mr W is a sole trader, trading as C. He complains that I.M.S. (London) Limited trading as Instant Underwriting (‘IMS’) unfairly declined a theft claim under C’s Retail insurance policy. For ease of reading, I’ll refer to all comments and actions of Mr W as being t... (3 pages)View decision -
Decision Reference DRN-4193341
21 Jun 2023 London and Country Mortgages Ltd Not upheldMortgagesDRN-4193341 The complaint Mr and Mrs J complain that they were reassured by their mortgage broker, London and Country Mortgages Ltd (“L&C”) that the interest rate they wanted was secured. But they said it wasn’t, the offer expired while they were providing evidence to support extra bor... (8 pages)View decision -
Decision Reference DRN-4029470
19 Jun 2023 London General Insurance Company Limited UpheldInsuranceDRN-4029470 The complaint Miss S complains that London General Insurance Company Limited (LGICL) unfairly turned down her claim on her mechanical breakdown insurance policy. What happened Miss S’s car had a problem, so she took it to be inspected by a garage. The garage diagnosed an issue ... (2 pages)View decision -
Decision Reference DRN-4131782
16 Jun 2023 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4131782 The complaint Mr and Mrs S complain about advice given by The Royal London Mutual Insurance Society Limited when taking out investments in 2001. Mr and Mrs S are being represented in their complaint by a Claims Management Company (CMC). For ease I will refer to all actions as b... (2 pages)View decision -
Decision Reference DRN-4108534
15 Jun 2023 Mortgage Shop London Ltd Not upheldMortgagesDRN-4108534 The complaint Mr D and Miss J complain that Mortgage Shop London Ltd was the reason that their property purchase was delayed causing them to miss the Stamp Duty Land Tax (“SDLT”) holiday which ended on 30 June 2021. As a result, they say they had to pay tax of £7,500 which coul... (3 pages)View decision -
Decision Reference DRN-4160529
12 Jun 2023 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4160529 The complaint Mr J complains about the sale of an FSAVC (Free Standing Additional Voluntary Contribution) pension by United Friendly Assurance (now part of the Royal London Mutual Insurance Society Limited) in 1996. For convenience, I’ll refer to the business as Royal London th... (6 pages)View decision