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-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 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-5790239
2 Sep 2025 Gallium Fund Solutions Limited UpheldInvestmentsDRN-5790239 The complaint Miss K complains about the arrangement of an investment in a property development, “C”. Miss K’s complaint has been brought on her behalf by a professional representative. The key points it has made, in summary, are: • An appointed representative (AR) of Galliu... (18 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 DRN3333779
10 Feb 2021 Joseph Oliver - Mediacao de Seguros LDA UpheldInvestment and pensionsComplaint Mr H complains about advice he says he received from an appointed representative (“AR”) of Joseph Oliver - Mediacao de Seguros LDA (“Joseph Oliver”) to transfer his pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) and make an investment in the Trafalgar Multi ... (33 pages)View decision -
Decision Reference DRN6282765
25 Mar 2020 Quilter Financial Planning Solutions Limited UpheldInvestment and pensionsMr F complains about advice he says he was given by Mr D P of Picton–Jones Independent Financial Services (PJ) to switch his personal pension to a SIPP and then invest in an unregulated collective investment scheme (UCIS). This was the ‘Maroccana Fund’. Mr F says this advice was unsuitable... (38 pages)View decision -
Decision Reference DRN7173939
13 Mar 2020 Quilter Financial Planning Solutions Limited UpheldInvestment and pensionsMr P has complained about advice he says he received from a Positive Solutions (Financial Services) Limited (PSL) financial adviser to switch his existing pension provision into a SIPP and then invest in Harlequin overseas property investments. He says this advice was unsuitable for him. M... (35 pages)View decision -
Decision Reference DRN-5262223
16 Jan 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5262223 The complaint Mr H has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS) in April 2014. Mr H’s SSAS was subsequently used to invest in Dolphin Capital. The investment now appears to have little value. Mr H say... (29 pages)View decision