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-5831849
29 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5831849 The complaint Mrs B complains Bank of London and The Middle East plc trading as Nomo Bank (“Nomo”) won’t refund transactions debited from her account which she says she did not make or authorise. What happened Mrs B contacted Nomo in May 2024 to dispute eight payments from ... (4 pages)View decision -
Decision Reference DRN-5488335
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488335 The complaint Mr H complains that Evergreen Finance London Limited trading as moneyboat.co.uk (“Evergreen”) irresponsibly lent him two loans. What happened In March 2024 Mr H applied for a loan with Evergreen. The application was accepted and he was given a loan for £250 to... (3 pages)View decision -
Decision Reference DRN-5842691
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5842691 Complaint Miss P has complained about high-cost short-term credit (“HCSTC”) instalment loan she took out with Evergreen Finance London Limited (trading as “Moneyboat”.co.uk). She says Moneyboat should not have provided her with this loan as it was unaffordable. Background M... (3 pages)View decision -
Decision Reference DRN-5819512
24 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5819512 The complaint Mr L complains that The Royal London Mutual Insurance Society Limited (Royal London) didn’t apply bonuses to his with-profits policy for over 23 years. What happened Our investigator set out the background to the complaint in her recommendation letter, for ease... (3 pages)View decision -
Decision Reference DRN-5714491
23 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5714491 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited would not accept a claim he made under his life and critical illness policy. Mr M’s cover was originally provided by another insurer, but was subsequently transferred to Royal London. What ... (3 pages)View decision -
Decision Reference DRN-5625993
23 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5625993 The complaint Mrs H complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“Evergreen”) didn’t complete proper checks before lending to her. What happened Between July 2023 and April 2024, Mrs H applied for four loans with Evergreen: • The first was in July... (4 pages)View decision -
Decision Reference DRN-5345135
19 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5345135 The complaint Mr B complains that The Royal London Mutual Insurance Society Limited (“RL”) has refused to reinstate his Life and Critical Illness policy following him missing premium payments. What happened Mr B held a Life and Critical Illness policy with RL. RL attempted t... (3 pages)View decision -
Decision Reference DRN-5730600
18 Sep 2025 The Claims Consultancy (London) Limited Not upheldInsuranceDRN-5730600 The complaint Mr U and Ms S complain about how much they’ve been charged by The Claims Consultancy (London) Limited (TCC). What happened The events are well known to both parties and so I won’t go into them in detail here. In summary, Mr U and Ms S suffered an escape of wate... (3 pages)View decision -
Decision Reference DRN-5810417
10 Sep 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5810417 The complaint Ms G has complained that The Royal London Mutual Insurance Society Limited (Royal London) delayed the payment of her late partner’s pension benefits to the extent that Mis Majesty’s Revenue and Customs (HMRC) have made a 40% tax deduction to the payment. Ms G ... (6 pages)View decision -
Decision Reference DRN-5488121
5 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488121 The complaint Mrs B is unhappy that Evergreen Finance London Limited trading as Moneyboat.co.uk (“Moneyboat”) didn’t warn her that taking out payday loans with them would affect her ability to get a mortgage. What happened Mrs B took out some payday loans with Moneyboat in 2... (2 pages)View decision