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 271 results
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Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision -
Decision Reference DRN-4677543
12 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4677543 The complaint Mrs B complained that Phoenix Life Limited (trading as Standard Life, and which I’ll refer to as Standard Life in the rest of this decision) took far too long to organise an inward transfer of her Legal & General (L&G) pension plan. Standard Life has paid... (5 pages)View decision -
Decision Reference DRN-4084855
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4084855 The complaint Mr L says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching his pension to Canada Life and that this caused the transfer value to fall by around £4,000. What happened Timeline of events My starting point is to establish a timeli... (6 pages)View decision -
Decision Reference DRN-4235505
16 Aug 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4235505 The complaint Mr G has complained about the time taken to transfer his pension from Sterling ISA Managers Limited trading as Advance by Embark (Advance) to a new provider Interactive Investor Services Limited (IISL). Mr G has stated the delay led to a period of time where he co... (6 pages)View decision -
Decision Reference DRN-4066592
6 Apr 2023 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-4066592 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision -
Decision Reference DRN-2864381
8 Nov 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2864381 The complaint Mr W says Hargreaves Lansdown Asset Management Limited, trading as Hargreaves Lansdown (‘HL’), delayed the outward transfers of his stocks and shares Individual Savings Account (‘ISA’) and Self-Invested Personal Pension (‘SIPP’) and, as a result, caused him financ... (5 pages)View decision -
Decision Reference DRN-4066618
6 Apr 2023 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-4066618 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision -
Decision Reference DRN-4066605
6 Apr 2023 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-4066605 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision -
Decision Reference DRN-4094377
27 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4094377 The complaint Mr L is unhappy with how ReAssure Limited (ReAssure) handled his request to transfer his pension to a new provider. Mr L says there were delays in getting information from ReAssure and the transfer value actually paid was less than had been quoted. What happened I... (8 pages)View decision -
Decision Reference DRN-2788296
4 May 2021 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-2788296 The complaint Mr T complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to process an instruction to transfer his pension savings to another provider in a timely manner. As a result he says that the value of his pension savings fell and so he has suffered... (5 pages)View decision