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 318 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-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 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-5011707
30 Sep 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5011707 The complaint Mr D has complained about the delays in transferring his pension held with Liverpool Victoria Financial Services Limited (‘LV’) to Legal and General (‘L&G’) to purchase an annuity. Mr D has stated that delays caused by LV resulted in a quoted annuity rate e... (5 pages)View decision -
Decision Reference DRN-5253895
13 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5253895 The complaint Mrs W complains about Aviva Life & Pensions UK Limited (Aviva) delays and poor service in connection with a request to transfer her personal pension to a Qualifying Recognised Overseas Pension (QROPS). What happened Mrs W lives overseas. She held a person... (11 pages)View decision -
Decision Reference DRN-4743698
27 Aug 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4743698 The complaint Mr C complains about the time it has taken Scottish Friendly Assurance Society Limited (Scottish Friendly) to process the transfer of his personal pension to another provider. What happened Mr C held two personal pensions – one of which was administered by Sco... (6 pages)View decision -
Decision Reference DRN-4784077
1 Aug 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4784077 The complaint Mr O complains that Embark Services Limited (Embark) caused avoidable delays during the transfer of his Self-Invested Personal Pension (SIPP) from his existing provider – who I’ll refer to as provider A - to Embark. He also complains that it took Embark longer ... (8 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
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