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 342 results
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Decision Reference DRN-5492013
17 Apr 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5492013 The complaint Mr P complains that Embark Investment Services Limited (‘Embark’) unfairly delayed the transfer of his ISA causing him financial loss. Mr P had also complained about the receiving firm who I’ll refer to as ‘C’ below but hasn’t referred that complaint to our se... (9 pages)View decision -
Decision Reference DRN-5594620
24 Jun 2025 Investment Funds Direct Limited UpheldPensions and AnnuitiesDRN-5594620 The complaint Mr M complains about delays caused by Investment Funds Direct Limited (IFDL) when he was transferring his Self-Invested Personal Pension (SIPP) from his existing SIPP provider to another provider. What happened Mr M held a SIPP with a provider I’ll refer to as... (11 pages)View decision -
Decision Reference DRN-5594557
24 Jun 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5594557 The complaint Mr M complains about delays caused by Options UK Personal Pensions LLP when he asked it to transfer his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr M held a “Smart SIPP.” Options was the administrator of the Scheme. The Scheme T... (10 pages)View decision -
Decision Reference DRN-5620309
24 Jun 2025 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-5620309 The complaint Mr B complains that Suffolk Life Pensions Limited trading as Curtis Banks Pensions delayed the transfer of his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr B had a SIPP with a provider I’ll refer to as P. Suffolk Life was appointe... (10 pages)View decision -
Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision -
Decision Reference DRN-5466731
8 Aug 2025 Brooks Macdonald Financial Consulting Ltd UpheldPensions and AnnuitiesDRN-5466731 The complaint Mr E complains about delays caused by Brooks Macdonald Financial Consulting Limited (“BM”) in arranging an investment in his Self-Invested Personal Pension (“SIPP”). What happened Mr E had a SIPP with a firm that I’ll refer to as Firm C in this decision. He wa... (4 pages)View decision -
Decision Reference DRN-4677543
12 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4677543 The complaint Mrs B complained that Phoenix Life Limited (trading as Standard Life, and which I’ll refer to as Standard Life in the rest of this decision) took far too long to organise an inward transfer of her Legal & General (L&G) pension plan. Standard Life has paid... (5 pages)View decision -
Decision Reference DRN-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 pages)View decision -
Decision Reference DRN-4084855
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4084855 The complaint Mr L says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching his pension to Canada Life and that this caused the transfer value to fall by around £4,000. What happened Timeline of events My starting point is to establish a timeli... (6 pages)View decision -
Decision Reference DRN-4235505
16 Aug 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4235505 The complaint Mr G has complained about the time taken to transfer his pension from Sterling ISA Managers Limited trading as Advance by Embark (Advance) to a new provider Interactive Investor Services Limited (IISL). Mr G has stated the delay led to a period of time where he co... (6 pages)View decision
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