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-5542371
28 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5542371 The complaint Mrs M and Mr M have complained that The Royal London Mutual Insurance Society Limited declined Mr M’s critical illness claim. What happened The background to this complaint is well known to the parties. In summary Mr M was diagnosed with Type 1 Diabetes Mellitu... (2 pages)View decision -
Decision Reference DRN-5464152
23 May 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5464152 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L and C”) misinformed them about an expiry date to a mortgage offer, causing them to miss out on a favourable interest rate. What happened In January 2024 Mr and Mrs E sought mortgage advice in rela... (4 pages)View decision -
Decision Reference DRN-5513773
23 May 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5513773 The complaint Mr S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) hasn’t correctly updated his credit file after he withdrew from a credit agreement within the 14-day cooling off period. Mr S says the loan shouldn’t be on his credit... (4 pages)View decision -
Decision Reference DRN-5050206
20 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5050206 The complaint The administrators of the estate of Mr H have complained that The Royal London Mutual Insurance Society Limited, trading as Scottish Provident (‘Scottish Provident’) incorrectly told their late father his life insurance policy was set up in trust. As a result, ... (9 pages)View decision -
Decision Reference DRN-5220296
20 May 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5220296 The complaint Mr W complains that The Royal London Mutual Insurance Society Limited (Royal London) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from it to a provider I’ll refer to as provider H. Mr W says these delays prevent... (6 pages)View decision -
Decision Reference DRN-5538654
16 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5538654 The complaint Miss M is unhappy that The Royal London Mutual Insurance Society Limited declined a claim she made on her income protection and critical illness policy. What happened Miss M made a claim on an income protection and critical illness policy following a primary di... (3 pages)View decision -
Decision Reference DRN-5503553
14 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5503553 The complaint Mr O’s complained about the amount of time The Royal London Mutual Insurance Society Limited, trading as Scottish Provident (“RL”) has taken to consider his claim. What happened Mr O bought a policy from RL in 2000. The policy provided him with cover if he was... (3 pages)View decision -
Decision Reference DRN-5551032
11 May 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5551032 The complaint Mr K complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) was irresponsible to lend to him on three occasions. What happened MoneyBoat agreed three loans for Mr K from September 2020 to June 2024. I’ve summarised some of the... (4 pages)View decision -
Decision Reference DRN-5523787
10 May 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5523787 The complaint Mr Y complains that The Royal London Mutual Insurance Society Limited (‘RL’) failed to give him the information he requested to enable him to make an informed decision about whether to take the benefits from his Section 226 Retirement Annuity Contract he held w... (6 pages)View decision -
Decision Reference DRN-5325220
6 May 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5325220 The complaint Mr C complains Evergreen Finance London Limited trading as Moneyboat.co.uk (‘Moneyboat’) irresponsibly lent to him. What happened Moneyboat provided Mr C with six loans between June 2021 and March 2024 as follows: Loan Number Date of Loan Loan Amount Instalme... (5 pages)View decision