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-5640231
16 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5640231 The complaint Miss T has complained that The Royal London Mutual Insurance Society Limited (‘Royal London’) avoided her policies and refused to pay her claim. What happened Miss T took out two life insurance policies with Royal London by phone in 2020. She made a claim in 20... (3 pages)View decision -
Decision Reference DRN-5583226
8 Jul 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5583226 The complaint Mr B complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to him irresponsibly. What happened In December 2024, Mr B borrowed £800 from MoneyBoat. The loan was short-term, over six months, with five monthly repayments of £255.56, a... (3 pages)View decision -
Decision Reference DRN-5597925
8 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5597925 The complaint Mrs W complains about the maturity value of a with profits endowment policy she held with The Royal London Mutual Insurance Society Limited. Mrs W is using a representative to bring the complaint. For ease I will refer to all actions as being those of Mrs W. Wh... (2 pages)View decision -
Decision Reference DRN-5584623
7 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5584623 The complaint Mrs L complains about the advice given when taking out a whole of life policy she holds with The Royal London Mutual Insurance Society Limited trading as Scottish Provident. What happened In early 2025 Mrs L complained to Scottish Provident saying the policy ha... (2 pages)View decision -
Decision Reference DRN-5551589
1 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5551589 The complaint Mr S complains that The Royal London Mutual Insurance Society Limited trading as Scottish Provident mis-sold him a personal income protection insurance policy. What happened In July 2001, Mr S took out a personal income protection insurance policy through an in... (2 pages)View decision -
Decision Reference DRN-5652770
27 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5652770 The complaint Mr P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans that he couldn’t afford to repay. What happened A summary of Mr P’s borrowing can be found below. loan number loan amount agreement date repa... (5 pages)View decision -
Decision Reference DRN-5626821
24 Jun 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5626821 The complaint Mr B and Ms M complain that The Royal London Mutual Insurance Society Limited haven’t accepted a claim they made on a life insurance policy. What happened Mr B and Ms M hold a life insurance policy with Royal London. Mr B was diagnosed with an aggressive form o... (3 pages)View decision -
Decision Reference DRN-5598538
18 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5598538 The complaint Miss G has complained that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) acted irresponsibly when it provided her with two loans in 2021 and 2022. She has also complained that it failed to offer to reasonable support when she ran int... (3 pages)View decision -
Decision Reference DRN-5623484
13 Jun 2025 Evergreen Finance London Limited Not upheldBanking and PaymentsThe complaint Mr H complains that Evergreen Finance London Limited trading as Moneyboat.co.uk (Moneyboat) didn’t sufficiently check he could afford to sustain repayments for a loan he’d with them. What happened In May 2024 Mr H entered into a Fixed Sum loan agreement with Moneyboat for £50... (3 pages)View decision -
Decision Reference DRN-5213798
29 May 2025 Bank of London and The Middle East plc Not upheldConsumer CreditThe complaint Mr M complains about the way in which Bank of London and the Middle East plc handled two chargeback claims. The bank trades here as Nomo Bank. What happened Mr M has accounts with Nomo in different currencies, including pounds sterling, Euros and AED. This complaint concerns ... (3 pages)View decision