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-4301205
21 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4301205 The complaint Miss B complains that a car she acquired via a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”) wasn’t of satisfactory quality. What happened In September 2021 Miss B entered into a four-year hire purchase agreement for a used car with MIVF. The ca... (9 pages)View decision -
Decision Reference DRN-6004603
16 Dec 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-6004603 The complaint Miss B is unhappy with the car supplied under the hire purchase agreement with Lloyds Bank PLC (LB). When I refer to what Miss B and LB have said or have done, it should also be taken to include things said or done on their behalf. What happened At the end of... (8 pages)View decision -
Decision Reference DRN-4700934
22 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4700934 The complaint Ms L has complained that Sun Life Assurance Company of Canada (U.K.) Limited undertook insufficient due diligence checks and failed to give appropriate warnings to her - before transferring her personal pensions to a Small Self-Administered Scheme (SSAS) invested ... (24 pages)View decision -
Decision Reference DRN-5161493
27 Mar 2025 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-5161493 The complaint Mr C has complained, via his representatives, about a transfer of his personal pension held with Old Mutual Wealth Management Limited (now Quilter Life & Pensions Limited, ‘Quilter’) to a small self-administered scheme (‘SSAS’), which completed in November ... (17 pages)View decision -
Decision Reference DRN-4939831
5 Aug 2024 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-4939831 The complaint Mr O has complained about a transfer of his personal pension with Skandia to a small self- administered scheme (SSAS) in March 2014. Mr O’s SSAS was subsequently used to invest in two overseas investments and storage units in Manchester. None of the investments... (16 pages)View decision -
Decision Reference DRN-5161496
27 Mar 2025 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-5161496 The complaint Mrs C has complained, via her representatives, about a transfer of her personal pension held with Old Mutual Wealth Management Limited (now Quilter Life & Pensions Limited, ‘Quilter’) to a small self-administered scheme (‘SSAS’), which completed in November... (18 pages)View decision -
Decision Reference DRN-3749996
13 Oct 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3749996 The complaint Mrs E complains that PSFM SIPP Limited (PSFM) failed to carry out due diligence checks when accepting her application for a Self-Invested Personal Pension (SIPP) in 2011. She says it didn’t carry out appropriate checks on the advisor who recommended the transactio... (20 pages)View decision -
Decision Reference DRN-5306898
7 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5306898 The complaint Mrs S, with the help of a professional representative, has complained about a transfer of her deferred annuity pension policy with The Prudential Assurance Company Limited (Prudential) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in February 2016.... (9 pages)View decision -
Decision Reference DRN-4176333
13 Jun 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4176333 The complaint Mr A is unhappy about the support he received from BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera) when he was in financial hardship. When I refer to what Mr A and Alphera have said, it should also be taken to include things sai... (8 pages)View decision -
Decision Reference DRN-5776259
5 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5776259 The complaint Mr B has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension worth around £50,000 to a Qualifying Recognised Overseas Pension Scheme (‘... (9 pages)View decision