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-5041548
23 Jan 2025 Equiniti Financial Services Limited Not upheldPensions and AnnuitiesDRN-5041548 The complaint Ms M has complained, with the help of a professional third party, about the transfer of her personal pension to an occupational pension scheme (‘OPS’) in June 2015. Ms M says Equiniti Financial Services Limited (‘Equiniti’) failed in its responsibilities when d... (13 pages)View decision -
Decision Reference DRN-4514803
14 Dec 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4514803 The complaint Mr G complains that ReAssure’s delay in transferring his pension benefits caused a £2,478 loss in value of his seven ‘P35’ series policies between 12 April and 17 June 2022, and a £1,296 loss in the value of his ‘P50’ series policy between 17 February and 15 June ... (12 pages)View decision -
Decision Reference DRN-5288536
3 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5288536 The complaint Miss B has complained about a transfer of her Phoenix Life Limited pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in October 2014. Miss B’s QROPS was intended to be used to invest in Dolphin Capital (which later became the German ... (14 pages)View decision -
Decision Reference DRN-5182835
3 Dec 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5182835 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in October 2017. His pension was held with a business that ReAssure Life Limited has since become re... (13 pages)View decision -
Decision Reference DRN-4983155
6 Sep 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4983155 The complaint Mrs H has complained about a transfer from a personal pension she held with The Prudential Assurance Company Limited (Prudential) to the Milton Association Pension Scheme (the Scheme) in 2014. The Scheme was subsequently found to be fraudulent and as a result o... (14 pages)View decision -
Decision Reference DRN5950762
6 Nov 2018 Kensington Mortgage Company Limited Not upheldBanking and creditbackground to the complaintOn 27 June 2005 Mr W signed an application for a regulated secured loan with Money Partners, after receiving advice from a broker. The application also included the direct debit mandate in favour of Kensington. The loan agreement shows that, in... (13 pages)View decision -
Decision Reference DRN-5614639
23 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5614639 The complaint X has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Alphera supplied X with a used car on a hire purchase agreement in June 2022. The cash price... (14 pages)View decision -
Decision Reference DRN-3432147
19 Dec 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3432147 The complaint Mrs G has complained, with the help of a professional third party, about the transfer of her personal pension, previously held with Aviva Life & Pensions UK Limited (‘Aviva’) to an occupational pension scheme (‘OPS’) in August 2013. The investments made thr... (14 pages)View decision -
Decision Reference DRN-4419332
25 Oct 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4419332 The complaint Mr and Mrs E have complained about their car insurer AA Underwriting Insurance Company Limited regarding a claim they made following an accident. What happened There was an accident on 28 October 2022, whilst Mrs E was driving the car. AA recovered Mr and Mrs E’s ... (14 pages)View decision -
Decision Reference DRN-3396706
25 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3396706 The complaint Mr N has complained about the transfer of two personal pensions to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were put into an overseas property-based investment that appears to have failed. He holds Wellington Court Financial Service... (15 pages)View decision