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-5240466
23 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5240466 The complaint Mr A has complained about a transfer of his Aviva Life & Pensions UK Limited pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Gibraltar in September 2014. Mr A’s QROPS was subsequently used to invest in the Trafalgar Multi Asset Fund.... (11 pages)View decision -
Decision Reference DRN-5991608
2 Dec 2025 Rixon Matthews Appleyard (Financial Services) Limited UpheldPensions and AnnuitiesDRN-5991608 The complaint The trustees of the P trust, who I’ll refer to as Mr and Mrs F, complain about Rixon Matthews Appleyard (Financial Services) Limited (“Rixons”). Mr and Mrs F say that Mr L of Rixons gave them unsuitable advice to use money in their Small Self-Administered Sche... (25 pages)View decision -
Decision Reference DRN-4826398
6 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4826398 The complaint Mr S complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investment he made within his Self-Invested Personal Pension (‘SIPP’)... (36 pages)View decision -
Decision Reference DRN-4611222
30 Jul 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611222 The complaint Mrs C complained about a transfer of a personal pension she held with Standard Life. This pension had been built up from a previous employment Mrs C had. In early 2015, it was transferred upon her request to a self-invested personal pension (“SIPP”) operated by... (11 pages)View decision -
Decision Reference DRN-5907770
10 Nov 2025 FIL Investments International Not upheldPensions and AnnuitiesDRN-5907770 The complaint Mr T complains about the service he received from FIL Investments International (FIL) when taking the proceeds of his Self-Invested Personal Pension (SIPP) to purchase an annuity. He believes FIL’s actions caused him to suffer a financial loss, for which he’d l... (12 pages)View decision -
Decision Reference DRN-5268289
3 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5268289 The complaint Mrs K, with the help of a professional representative, has complained about a transfer from her Phoenix Life Limited personal pension policies to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in October 2015. The QROPS was subsequently used... (11 pages)View decision -
Decision Reference DRN-4998259
20 Sep 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-4998259 The complaint Mr H has complained about a transfer of his Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (“SLOC”) personal pensions to a small self- administered scheme (“SSAS”) in 2015. Mr H’s SSAS was subsequently used to invest... (11 pages)View decision -
Decision Reference DRN-5486955
17 Apr 2025 Absolute Financial Management Ltd Not upheldPensions and AnnuitiesDRN-5486955 The complaint Mr M, through his representatives (‘C’), complains that Blueprint Asset Management Limited advised him on and arranged the transfer of his personal pension with Royal London to the Audax Occupational Scheme in July 2015. Mr M says as the result of Blueprint’s a... (11 pages)View decision -
Decision Reference DRN-5099822
28 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5099822 The complaint Mr B has complained, with the help of a professional representative, 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 July 2014. Mr B’s SSAS was subseque... (11 pages)View decision -
Decision Reference DRN6165858
17 Mar 2021 The Royal Bank of Scotland Plc Not upheldBanking and creditComplaint Mr and Mrs B are unhappy with a number of actions of The Royal Bank of Scotland Plc (RBS) in relation to their personal accounts. I’ve primarily referred to Mr and Mrs B throughout this decision, even though some events were likely only undertaken by one party. Background I issue... (12 pages)View decision