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 4777 results
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Decision Reference DRN3875671
12 Mar 2015 Arch Financial Planning Limited Not upheldInvestment and pensionsMr N has complained that he believed Arch Financial Planning Limited (“Arch”) had arranged for capital he had inherited from his late father to be invested in a cash ISA for the tax year 2011/2012. As it was, Arch had set up a stocks and shares ISA for Mr N to utilise his ISA allowance ... (4 pages)View decision -
Decision Reference DRN-5175712
25 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5175712 The complaint Mr T has complained about a transfer of his Aviva Life & Pensions UK Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in May 2014. Mr T’s QROPS was subsequently used to invest in Trafalgar Multi Asset Fund. Th... (9 pages)View decision -
Decision Reference DRN-5182265
2 Dec 2024 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5182265 The complaint Mr H has complained about a transfer of his personal pensions which were administered by Capita Life & Pensions Regulated Services Limited to a small self-administered scheme (SSAS 1 ) in June 2014. Mr H’s SSAS was subsequently used to invest in an overseas... (10 pages)View decision -
Decision Reference DRN-3188270
30 Mar 2022 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-3188270 The complaint Mr R through a claims management company (CMC) has complained that ReAssure Life Limited (ReAssure) allowed him to transfer his personal pension to an overseas scheme when it shouldn’t have done. He believes that ReAssure didn’t carry out the required due diligenc... (10 pages)View decision -
Decision Reference DRN-5026997
7 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5026997 The complaint This complaint is about a mortgage Mr P holds with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is that Mr P believes BM unduly delayed a decision on his request to split the title of his mortgaged property to allow him t... (4 pages)View decision -
Decision Reference DRN-5972339
27 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5972339 The complaint Mrs S has complained that Scottish Equitable Plc, trading as Aegon, unnecessarily delayed the transfer of her group pension plan to her Hargreaves Lansdown self-invested personal pension (SIPP) and that this has caused her financial disadvantage. What happened ... (10 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-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 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-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