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-5204400
11 Dec 2024 Idealing.com Limited UpheldInvestmentsDRN-5204400 The complaint Mr R complains Idealing.com Limited (“iDealing”) misled him about how changes to its coverage of Euronext securities would affect him. Background Mr R had an account with iDealing, holding various shares or securities. His complaint relates to a change iDealin... (9 pages)View decision -
Decision Reference DRN8782784
30 Mar 2019 Legal and General Assurance Society Limited UpheldInsurance (excluding PPI)Mr G complains about the decision by Legal and General Assurance Society Limited (L&G) to terminate his income protection claim. backgroundMr G held income protection cover through his employer’s group scheme. He stopped working in his occupation (in a senior manageme... (10 pages)View decision -
Decision Reference DRN-5253895
13 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5253895 The complaint Mrs W complains about Aviva Life & Pensions UK Limited (Aviva) delays and poor service in connection with a request to transfer her personal pension to a Qualifying Recognised Overseas Pension (QROPS). What happened Mrs W lives overseas. She held a person... (11 pages)View decision -
Decision Reference DRN6162284
30 Mar 2019 Strathearn Insurance Services Limited UpheldInsurance (excluding PPI)Business G’s complaint is about a key facts document (“KFD”) produced by Strathearn Insurance Services Limited (SISL) in relation to insurance provided as part of an investment it made. In summary, Business G says it relied on the KFD, which SISL provided as part ... (12 pages)View decision -
Decision Reference DRN5093079
16 Oct 2017 Elevate Portfolio Services Limited Not upheldInvestment and pensionsMs H and Mrs B are unhappy with the way Elevate Portfolio Services Limited handled their father’s (Mr H) portfolio between his death and its distribution to his beneficiaries as it appears to have lost value when it shouldn’t have. They are also unhappy with the way E... (10 pages)View decision -
Decision Reference DRN3379388
29 Mar 2019 Strathearn Insurance Services Limited UpheldInsurance (excluding PPI)Mr B’s complaint is about a “key facts” document produced by Strathearn Insurance Services Limited (“SISL”) in relation to insurance provided as part of an investment he made. In summary, Mr B says that SISL failed to disclose material information and provide approp... (12 pages)View decision -
Decision Reference DRN-5200072
5 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5200072 The complaint Mr R has complained about the actions of Phoenix Life Limited (“Phoenix”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that now has a nil value meaning... (11 pages)View decision -
Decision Reference DRN-5012547
10 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5012547 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Phoenix Life Limited (Phoenix Life) personal pensions (formerly Abbey Life) to a small self- administered scheme (SSAS) in December 2014 and April 2015, respectively. M... (10 pages)View decision -
Decision Reference DRN-4903908
24 Jul 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4903908 The complaint Mr C complains that James Hay Administration Company Limited (James Hay) won’t reimburse expenses Mr C incurred in connection with the sale of a commercial property held in his SIPP (self invested personal pension). Mr C also complains that the transfer of his ... (10 pages)View decision -
Decision Reference DRN-5167658
28 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5167658 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his personal pension to a small self-administered scheme (“SSAS”) in March 2015. Mr B says he can no longer access his pension and all benefits have been lost. His personal ... (10 pages)View decision