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-3905762
2 Feb 2023 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3905762 The complaint Mr I has complained that the advice The Royal London Mutual Insurance Society Limited gave him to transfer his pension from his defined benefits occupational pension scheme (OPS) to a section 32 plan was unsuitable. What happened One of our investigators considere... (3 pages)View decision -
Decision Reference DRN-3769741
2 Feb 2023 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-3769741 The complaint Mrs K complains that The Royal London Mutual Insurance Society Limited (“Royal London”) unfairly suspended her income protection benefit when she received a settlement payment from her former employer. Mrs K is represented in this complaint, but for ease I’ll refe... (3 pages)View decision -
Decision Reference DRN-3906394
24 Jan 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-3906394 The complaint Miss M (through a representative) complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) didn’t carry out proportionate affordability checks before it granted her loans. Had it done so, Miss M says it would’ve realised she had poor ... (5 pages)View decision -
Decision Reference DRN-3901420
24 Jan 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-3901420 The complaint Mr W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) didn’t carry out proportionate affordability checks before it granted him loans. What happened Mr W was advanced three instalment loans by MoneyBoat and a summary of his bo... (4 pages)View decision -
Decision Reference DRN-3903068
20 Jan 2023 London and Country Mortgages Ltd UpheldMortgagesDRN-3903068 The complaint Mr S and Ms H complain that London and Country Mortgages Ltd caused their mortgage application to be delayed. What happened Mr S and Ms H’s offer to purchase a property was accepted on 28 March 2022. They contacted London and Country Mortgages Ltd to arrange a mor... (3 pages)View decision -
Decision Reference DRN-3689025
16 Jan 2023 Monecor (London) Ltd Not upheldInvestmentsDRN-3689025 The complaint Mr H’s complaint concerns his Contracts for Difference (“CFD”) trading account held with Monecor (London) Ltd trading as ETX Capital (“ETX”). He says: ETX’s temporary closure of online trading in its Brent Crude Oil CFD contract (“Brent contract”) prevented him f... (3 pages)View decision -
Decision Reference DRN-3862981
13 Jan 2023 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-3862981 The complaint The estate of X, Mrs T and Mrs A complain The Royal London Mutual Insurance Society Limited (Royal London) have been unable to trace two ‘penny policy’ insurance policies set up to provide assurance for Mrs T and Mrs A. Due to the time that’s passed and the limite... (2 pages)View decision -
Decision Reference DRN-3837256
10 Jan 2023 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-3837256 The complaint Mrs P complains about an error made by The Royal London Mutual Insurance Society Limited (Royal London) that caused her whole of life assurance policy to lapse. Mrs P’s also unhappy Royal London didn’t reinstate her cover until after they’d investigated things. Wh... (2 pages)View decision -
Decision Reference DRN-3890071
10 Jan 2023 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-3890071 The complaint Mr C and Mrs C have complained that The Royal London Mutual Insurance Society Limited trading as Scottish Provident have declined Mr C’s claim and cancelled their life and critical illness policy. What happened Mr C submitted a claim in 2021 under their joint poli... (3 pages)View decision -
Decision Reference DRN-3841593
3 Jan 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-3841593 The complaint Mr K complains that a cheque paid into his account with London Community Credit Union Limited (LCC) went missing. What happened On 15 October 2021, Mr K paid in a cheque for £3,048.46 at a branch of LCC. It wasn’t credited to his account and he visited the branch ... (2 pages)View decision