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-3294598
22 Jul 2022 Francis Clark Financial Planning Ltd Not upheldPensions and AnnuitiesDRN-3294598 The complaint Ms X says Francis Clark Financial Planning (FCFP) failed to provide her with adequate advice in respect of her pensions and investments. What happened Ms X had been a client of Winter Rule for many years. It provided assistance with her annual tax returns and acco... (8 pages)View decision -
Decision Reference DRN6350194
21 May 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr C and Ms S are complaining that they received poor service from U K Insurance Limited (T/A Direct Line) when they made a claim on their car insurance policy.backgroundIn September 2017, Mr C and Ms S were involved in a car accident while on holiday in France. The... (8 pages)View decision -
Decision Reference DRN1205328
2 Jul 2018 Aviva Insurance Limited UpheldInsurance (excluding PPI)C complains about the way Aviva Insurance Limited handled the damaged stock element of its commercial insurance fire damage claim.backgroundI issued a provisional decision on this complaint in May 2018, a copy of which is attached to this final decision. Aviva repl... (8 pages)View decision -
Decision Reference DRN-5644615
24 Jun 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5644615 The complaint Ms P complains that St James’s Place UK plc (SJP) delayed the transfer of her personal pension account to another provider and failed to provide transparent information about the early withdrawal charges (EWCs) it applied. What happened Ms P opened a Retirement... (10 pages)View decision -
Decision Reference DRN-2940329
23 Jul 2021 Blue Motor Finance Ltd UpheldConsumer CreditDRN-2940329 Complaint Mr T has complained about a hire-purchase agreement that Blue Motor Finance Ltd (“BMF”) entered into with him. He’s said the agreement was unaffordable for him as he already had a car on finance which he was making payments to. He’s also said that he wasn’t told the t... (8 pages)View decision -
Decision Reference DRN-4784077
1 Aug 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4784077 The complaint Mr O complains that Embark Services Limited (Embark) caused avoidable delays during the transfer of his Self-Invested Personal Pension (SIPP) from his existing provider – who I’ll refer to as provider A - to Embark. He also complains that it took Embark longer ... (8 pages)View decision -
Decision Reference DRN-5202985
11 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5202985 The complaint Mr M has complained about the transfer of his The Phoenix Life trading as Standard Life personal pension to a small self-administered scheme (“SSAS”) in June 2014. Mr M’s SSAS was subsequently used to invest in a commercial overseas property investment called T... (8 pages)View decision -
Decision Reference DRN-4954722
8 Aug 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4954722 The complaint Mr P has complained about a transfer of his personal pension provided by Scottish Equitable Plc trading as AEGON to an occupational scheme in January 2013. Mr P’s transferred pension money was largely invested in a storage pod scheme, offered by Store First Lim... (8 pages)View decision -
Decision Reference DRN-5149247
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5149247 The complaint Miss S complains that Revolut Ltd won’t return funds she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Miss S said the following payments were made to what she thought was a cry... (8 pages)View decision -
Decision Reference DRN-3024818
8 Oct 2021 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3024818 The complaint Mr B complains about the amount of time it took Utmost Life and Pensions Limited to transfer his personal pension from it to another pension provider. Mr B says that he has lost out financially due to the delay. What happened Mr B instructed Utmost to transfer his... (8 pages)View decision