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 4790 results
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Decision Reference DRN-5011504
9 Sep 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5011504 The complaint Mr F has complained, with the help of a professional representative, about a transfer of his ReAssure Limited personal pension (formerly Legal & General, but I’ll refer to ReAssure only for ease) to a small self-administered scheme (SSAS) in August 2014. Mr... (14 pages)View decision -
Decision Reference DRN-3409952
31 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3409952 The complaint Mr H complains about the advice he says he received in 2015 to transfer two personal pensions to a self-invested personal pension (“SIPP”). He says the advice wasn’t suitable and he holds Wellington Court Financial Services Limited responsible. What happened I iss... (13 pages)View decision -
Decision Reference DRN-5400563
17 Mar 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5400563 The complaint Mr H has complained about a transfer of his personal pensions with Phoenix Life CA Limited (Phoenix Life) to a Qualifying Recognised Overseas Pension Scheme (QROPS) based in Malta in November 2014. Mr H’s QROPS was subsequently used to invest in Dolphin Capital... (13 pages)View decision -
Decision Reference DRN-3237972
20 Jan 2022 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3237972 The complaint Mr W complains that ReAssure Limited didn't take sufficient steps to ensure he fully understood the risks in transferring out of his personal pension in order to make an unregulated investment within a Small Self-Administered Scheme (SSAS) in October 2014. He... (13 pages)View decision -
Decision Reference DRN-4999257
18 Sep 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4999257 The complaint Mr B has complained about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in June 2014. Mr B’s SSAS was subsequently used to invest in The Resort Group (TRG) in ... (14 pages)View decision -
Decision Reference DRN8267963
20 Jun 2019 AIB Group (UK) Plc UpheldBanking and creditMr M complains on behalf of his mother, Mrs M, that AIB Group (UK) Plc blocked access to her account, and about some related issues.backgroundMrs M is an elderly lady in her eighties. She lives in Northern Ireland with some of her adult children. In 2016 she executed... (6 pages)View decision -
Decision Reference DRN-4932953
26 Jul 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4932953 The complaint Ms C has complained about a transfer of her Scottish Equitable Plc trading as AEGON (Scottish Equitable) personal pension to a small self-administered scheme (SSAS) in 2014. Ms C’s SSAS was subsequently used to invest in storage pods and parking spaces. The inv... (21 pages)View decision -
Decision Reference DRN-5626019
23 Jun 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5626019 The complaint Mr L has complained about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in July 2014. Mr L’s SSAS was subsequently used to invest in Dolphin Capital and a resort development in Akbuk, Turkey, offered... (19 pages)View decision -
Decision Reference DRN-5036932
17 Oct 2024 Elevate Portfolio Services Limited Not upheldPensions and AnnuitiesDRN-5036932 The complaint Mr H has complained about a transfer of his personal pension with Elevate Portfolio Services Limited (Elevate) to a small self-administered scheme (SSAS) in October 2015. Mr H’s SSAS was subsequently used to invest in Park First and Dolphin Capital. The investm... (19 pages)View decision -
Decision Reference DRN3487589
3 Jul 2015 Lloyds Bank Insurance Services Limited Not upheldInsurance (excluding PPI)Mr and Mrs P are unhappy that Lloyds Bank Insurance Services Limited (Lloyds) didn’t tell them when it renewed their two home insurance policies that it was no longer a member of the Insurance Brokers Registration Council (IBRC). And also that it didn’t tell them it ... (4 pages)View decision