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 2270 results
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Decision Reference DRN4777709
13 Jun 2013 St Andrew's Insurance plc UpheldInsurance (excluding PPI)Mr and Mrs B are unhappy with the way in which St Andrew’s Insurance Plc dealt with their claim, the delays caused and the quality of the repair work carried out by its contractors.backgroundThe details and background to this complaint were set out in my provisional decision which is ... (13 pages)View decision -
Decision Reference DRN-5278464
13 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5278464 The complaint Mr T has complained about a transfer of his two Phoenix Life Limited (Phoenix Life) personal pension policies to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now ap... (16 pages)View decision -
Decision Reference DRN-5282189
13 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282189 The complaint Mr T has complained about a transfer of his Zurich Assurance Limited (Zurich) personal pension to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in an overseas property development with The Resort Group (TRG)... (20 pages)View decision -
Decision Reference DRN-3062013
30 Sep 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-3062013 The complaint Miss B complains that Hitachi Capital (UK) Plc won’t replace a boiler which she says is faulty. What happened In 2019 Miss B bought a new boiler, which she paid for with a fixed sum loan from Hitachi. The boiler was provided by a third party, which sub-contracted ... (3 pages)View decision -
Decision Reference DRN-6009889
12 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-6009889 The complaint Mr P has complained about Society of Lloyd’s (SoL’s) handling of a claim he made under his new home building warranty (warranty). Any reference to SoL in this decision, where relevant, also includes the underwriting syndicate, L, which provided the cover under ... (25 pages)View decision -
Decision Reference DRN1726576
1 May 2013 Amtrust International Underwriters Ltd UpheldInsurance (excluding PPI)“summary of complaintMr B complains about the rejection of a claim he made under his Barclays HomeSOS Insurance cover underwritten by Amtrust International Underwriters Ltd.backgroundOn or about 2 January 2011, Mr B sought a call out under his emergency cover as his boiler, which was ... (4 pages)View decision -
Decision Reference DRN-3973845
18 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3973845 The complaint Mr T complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to i... (46 pages)View decision -
Decision Reference DRN-5731918
1 Aug 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5731918 The complaint Mr L complains that Options UK Personal Pensions (“Options”) failed to carry out due diligence on investments he was advised to invest his SIPP in. What happened To assist the parties I set out below the roles of the various parties I will be referring to. Opti... (22 pages)View decision -
Decision Reference DRN-4338482
14 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4338482 The complaint Ms M complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to inv... (51 pages)View decision -
Decision Reference DRN-4060312
14 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4060312 The complaint Mr B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) wrongly facilitated the transfer of his occupational defined benefit (‘DB’) pension benefits into a Self-Invested Personal Pension (‘SI... (49 pages)View decision