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 4395 results
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Decision Reference DRN-5222918
20 Dec 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5222918 The complaint Mrs N says Zurich Assurance Ltd (‘Zurich’) caused a delay in the transfer of her Zurich Personal Pension (‘PP’) to Royal London (‘RL’) in 2022. She claims redress for financial loss. She says the cash value of the PP was liquidated for the purpose of the trans... (4 pages)View decision -
Decision Reference DRN-4985545
3 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4985545 The complaint Mr S has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pensions to a small self-administered scheme (SSAS) in January 2015. Mr S’ SSAS was subsequently used to invest in a fractional ownership o... (9 pages)View decision -
Decision Reference DRN0168719
31 Jul 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr W complains that after his car was written off, Volkswagen Financial Services (UK) Limited (VFS) misled him to believe that his finance agreement would continue if he bought a replacement car. Mr W’s partner has helped him with his complaint.backgroundThe backgr... (9 pages)View decision -
Decision Reference DRN-5049005
27 Sep 2024 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5049005 The complaint Mrs P wanted to transfer her personal pension with Vanguard to a new Small Self- Administered Scheme (SSAS), sponsored by her long-time employer, in order to invest in commercial property with her husband who was also a member of the SSAS. She started this proc... (8 pages)View decision -
Decision Reference DRN-3857502
23 Jun 2023 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-3857502 The complaint Mr F complains about the transfer of his holdings by Hargreaves Lansdown Asset Management Limited, referred to “HL” or “the business” to a third-party business referred to as “the transferee”. What happened In summary, according to the Investigator Mr F instructed... (9 pages)View decision -
Decision Reference DRN-4094377
27 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4094377 The complaint Mr L is unhappy with how ReAssure Limited (ReAssure) handled his request to transfer his pension to a new provider. Mr L says there were delays in getting information from ReAssure and the transfer value actually paid was less than had been quoted. What happened I... (8 pages)View decision -
Decision Reference DRN5709336
24 Dec 2020 Secure Trust Bank Plc UpheldBanking and creditMr B is unhappy that Secure Trust Bank Plc wouldn’t accept the rejection of a car which they supplied to him under a hire purchase agreement. background A used car was supplied to Mr B under a hire purchase agreement with Secure Trust in May 2018. The car was supplied by car dealership (‘T... (9 pages)View decision -
Decision Reference DRN-4043160
5 Apr 2023 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4043160 The complaint Mr W complains about poor service that he received from Standard Life Assurance Limited when completing the transfer of his pension plan to them. Mr W claims that he has suffered a financial loss as a result of the alleged poor service. What happened Mr W held pen... (8 pages)View decision -
Decision Reference DRN-5341171
24 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5341171 The complaint Mr T has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (SSAS) in December 2014. Mr T’s SSAS was subsequently used to invest in a fractional ownership ... (10 pages)View decision -
Decision Reference DRN-2711616
26 Mar 2021 Calpe Insurance Company Limited UpheldInsuranceDRN-2711616 The complaint Miss G has complained that Calpe Insurance Company Limited (Calpe) has refused to settle her motor insurance claim. What happened On 15 December 2019 Miss G was involved in and road traffic accident, there were no other parties or vehicles involved and no third pa... (4 pages)View decision
