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 366763 results
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Decision Reference DRN-5172163
31 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5172163 The complaint Dr S complains that on several occasions, he’s been unable to log into his trading account with Hargreaves Lansdown Asset Management Limited (‘HL’). As Dr S states that he sometimes wishes to trade outside of normal office hours, he believes that he’s been plac... (6 pages)View decision -
Decision Reference DRN-5488414
31 May 2025 Montfort International Limited UpheldPensions and AnnuitiesDRN-5488414 The complaint Mr H has complained that Montfort International Limited (‘MIL’) caused delays to his pension transfer / encashment. During this delay the value available to Mr H fell. Mr H has also complained about the fees levied by MIL when the transfer advice itself was ult... (7 pages)View decision -
Decision Reference DRN-5474216
31 May 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5474216 The complaint Mr G has complained about the delays suffered in transferring his pension from St James Place (‘SJP’) to Financial Administration Services Limited (‘Fidelity’). Mr G has stated that delays to the transfer have caused financial losses. There have been complaints... (4 pages)View decision -
Decision Reference DRN-5474183
31 May 2025 St James's Place UK plc Not upheldPensions and AnnuitiesDRN-5474183 The complaint Mr G has complained about the delays in transferring his pension from St James's Place UK plc (‘SJP’) to Fidelity. Mr G has stated that these delays have caused financial loss, distress, and inconvenience. Mr G has registered complaints against SJP, Fideli... (3 pages)View decision -
Decision Reference DRN-5474194
31 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5474194 The complaint Mr G has complained about the delays suffered in transferring his pension from St James Place (‘SJP’) to Financial Administration Services Limited (‘Fidelity’). Prior to 2017 Mr G’s pension had been held with The Prudential Assurance Company Limited (‘Prudentia... (4 pages)View decision -
Decision Reference DRN-5318853
31 May 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5318853 The complaint Miss T complains West Bay Insurance Plc handled her motor insurance claim poorly. West Bay’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being West Bay’s own. What happened In May 2024 Mi... (3 pages)View decision -
Decision Reference DRN-5501035
31 May 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5501035 The complaint Mr and Miss K complain that Hastings Insurance Services Limited (trading as Hastings Direct) threatened to cancel their motor insurance. Miss K is the policyholder; Mr K is a named driver on his daughter’s policy. For simplicity, and because most of the informa... (3 pages)View decision -
Decision Reference DRN-5350654
30 May 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5350654 The complaint Mr and Mrs C complain about the way Liverpool Victoria Insurance Company Limited (“LV”) handled their subsidence claim. What happened In 2020, Mr and Mrs C made a claim under their policy with LV when they discovered cracking and subsidence damage to the two ad... (4 pages)View decision -
Decision Reference DRN-5595078
30 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5595078 The complaint Miss D complains that the car she acquired financed through a hire purchase agreement with Startline Motor Finance Limited ("Startline”) wasn't of satisfactory quality. Miss D is represented in her complaint. However, for the sake of simplicity in thi... (5 pages)View decision -
Decision Reference DRN-5595282
30 May 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5595282 The complaint Mr T is unhappy with the way The Prudential Assurance Company Ltd (Prudential) managed his pension, preventing him from divesting his investments to cash shortly before his retirement date, causing him anxiety and financial loss. What happened Mr T was employed... (4 pages)View decision
