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 4269 results
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Decision Reference DRN-3628648
21 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3628648 The complaint Mr W1 has complained about a transfer of his ReAssure Limited personal pension to a small self-administered scheme (SSAS 1 ) in 2014. Mr W1’s SSAS was subsequently used to invest in commercial property developments both overseas and in the UK. The investments n... (17 pages)View decision -
Decision Reference DRN-5015362
18 Sep 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-5015362 The complaint Mr H has complained about a transfer of his Sun Life Assurance Company of Canada (UK) Limited (Sun Life) Free Standing Additional Voluntary Contributions (FSAVC) policy – which is a type of personal pension – to a small self-administered scheme (SSAS) in Octobe... (16 pages)View decision -
Decision Reference DRN-5282732
31 Jan 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282732 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in September 2014. Mr M’s SSAS was subsequently used to invest in an overseas ... (17 pages)View decision -
Decision Reference DRN-3345386
2 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3345386 The complaint Mr P complains that HSBC UK Bank Plc (“HSBC”) didn’t help recover the money he lost to an investment scam. What happened Mr P says that he was looking to learn to trade online and came across eMarketsTrade via an unsolicited email. He left his contact details on i... (6 pages)View decision -
Decision Reference DRN1043673
14 Nov 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr W complains about the delays caused by Alliance Trust Savings Limited (Alliance Trust) over the transfer of an existing portfolio from his small self-administered scheme (SSAS). He says he had to hold some funds in cash for longer than necessary and therefore lost the opportunity to inv... (7 pages)View decision -
Decision Reference DRN8565263
16 Aug 2018 Aviva Life & Pensions UK Limited UpheldInvestment and pensionsMrs B’s complaint stems from Aviva Life & Pensions UK Limited (Aviva) incorrectly paying her the value of her pension. She is unhappy with the way Aviva has dealt with the issue.backgroundI issued a provisional decision on this complaint on 23 May 2018. The backg... (6 pages)View decision -
Decision Reference DRN-4463223
11 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4463223 The complaint Mr H complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened In January 2021, Mr H received a marketing email fr... (5 pages)View decision -
Decision Reference DRN-3922402
29 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3922402 The complaint Mr P complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse him the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. In bringing his complaint to this service, Mr P is being represented. For ease, I will refer to Mr P throughout my... (6 pages)View decision -
Decision Reference DRN5851407
30 Dec 2020 National Westminster Bank Plc UpheldBanking and creditMs W (on behalf of Mr W’s estate) complains that National Westminster Bank Plc (NatWest) allowed a third party (Mr B) to make payments from Mr W’s account between 2003 and 2007 and failed to identify the payments were part of ongoing financial abuse. background Unfortunately, due to the ti... (6 pages)View decision -
Decision Reference DRN-4908298
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908298 The complaint Ms E complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “F” complains on behalf of Ms E. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (6 pages)View decision
