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 365 results
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Decision Reference DRN-6158440
17 Feb 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6158440 The complaint Mr P’s complaint relates to the transfer of his SIPP with James Hay Administration Company Limited (James Hay) to another provider who I’ll refer to as Provider T. Mr P says the transfer took too long and he lost out because there was a delay in his fund being ... (7 pages)View decision -
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-5946829
13 Apr 2026 VANGUARD ASSET MANAGEMENT, LTD. UpheldInvestmentsDRN-5946829 The complaint Mr W complains VANGUARD ASSET MANAGEMENT, LTD. (‘Vanguard’) caused a delay in transferring his ISA to a new provider. What happened Mr W had a stocks and shares ISA with Vanguard. Following an announcement that Vanguard was to apply new fees to its accounts, M... (10 pages)View decision -
Decision Reference DRN-5908735
27 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5908735 The complaint Mr H has complained to Aviva Life & Pensions UK Limited that it took too long to transfer his late wife’s pension plans to a new income drawdown plan and that he’s lost out on investment growth as a result. What happened Mr H’s late wife had four pension pl... (11 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
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