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-5542998
5 Sep 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5542998 The complaint Mr M complains that London and Country mortgages Limited (L&C) did not switch the interest rate on his mortgage as he requested. What happened In March 2024, L&C gave Mr M mortgage advice. It recommended that he should take an interest rate of 4.46% fix... (3 pages)View decision -
Decision Reference DRN-5366759
3 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5366759 The complaint Mr A complains about Bank of London and The Middle East plc trading as ‘Nomo’. What happened Mr A was travelling to the USA on holiday. Prior to travel, he transferred $10,000 to his Nomo USD account, which was successful, and then a further £7,800 to his Nomo... (2 pages)View decision -
Decision Reference DRN-5520263
2 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5520263 The complaint Mr S complains that Royal London Mutual Insurance Society Limited trading as Royal London (Royal London) used an unfair transfer date for his pension plan, causing him losses of around £11,000. He wants compensation for his losses. What happened Mr S wanted to... (3 pages)View decision -
Decision Reference DRN-5453608
2 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5453608 The complaint Mrs M complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, (“Evergreen”) lent to her irresponsibly and without carrying out proper affordability checks. What happened Between January 2020 and April 2021, Evergreen approved four instalmen... (3 pages)View decision -
Decision Reference DRN-5554779
28 Aug 2025 London General Insurance Company Limited UpheldInsuranceDRN-5554779 The complaint Mrs G complains that London General Insurance Company Limited (LGI) have unfairly declined a claim on her alloy and tyre policy. What happened Mrs G took out an alloy and tyre policy with LGI in September 2024. In mid-January 2025, Mrs G suffered a puncture. Sh... (3 pages)View decision -
Decision Reference DRN-5517478
27 Aug 2025 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-5517478 The complaint The estate of the late Mrs B complains that The Royal London Mutual Insurance Society Limited (“Royal London”): Didn’t provide the executors with the date of death values for Mrs B’s policies until the executor had asked four times. Couldn’t provide copies... (3 pages)View decision -
Decision Reference DRN-5777919
27 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5777919 The complaint Ms A complains that Royal London Insurance Society Limited trading as Scottish Provident (RL) declined a claim and avoided her life and critical illness policy. Ms A was also unhappy with how the claim was handled. Throughout the complaint process, Ms A has had... (4 pages)View decision -
Decision Reference DRN-5583456
27 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5583456 The complaint Mr K complained that The Royal London Mutual Insurance Society Limited (Royal London) did not allow him to transfer in a personal pension to his existing pension plan without seeking financial advice. Mr K would like Royal London to compensate him for the costs... (4 pages)View decision -
Decision Reference DRN-5515125
26 Aug 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5515125 Complaint Mr B is unhappy Evergreen Finance London Limited (trading as “Moneyboat”.co.uk) provided him with a high-cost short-term credit instalment loan. He says the loan was irresponsibly provided given his existing circumstances. Background This complaint centres around ... (3 pages)View decision -
Decision Reference DRN-5599278
26 Aug 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5599278 Complaint Mr C has complained about high-cost short-term credit instalment 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 This complain... (4 pages)View decision