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 1376 results
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Decision Reference DRN-6034519
24 Feb 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6034519 The complaint Miss W complains that The Prudential Assurance Company Limited (Prudential) paid her pension benefits too early resulting in the loss of her universal credit payment of £377 for the month. She wants £377 in compensation for the lost State benefit. Miss W is re... (3 pages)View decision -
Decision Reference DRN-5896007
24 Feb 2026 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5896007 The complaint Mr and Mrs G complain about The Prudential Assurance Company Limited (Prudential). They’re unhappy about the performance of their investment. What happened In October 1996, Mr and Mrs G invested £10,000 in a Prudential With-Profits plan with a term of 28 year... (4 pages)View decision -
Decision Reference DRN-5944704
24 Feb 2026 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5944704 The complaint Mrs T complains that The Prudential Assurance Company Limited (Prudential) gave her incorrect information. She says it told her that she held additional bonds and gave differing valuations. Mrs T says this caused her distress and inconvenience. She is unhappy ... (2 pages)View decision -
Decision Reference DRN-6143113
16 Feb 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6143113 The complaint Mr P complains that The Prudential Assurance Company Limited (Prudential) has taken too long to pay him the money he requested from his pension. What happened Mr P has a personal pension with Prudential. He lives overseas. Prudential wrote to Mr P on 30 June 20... (5 pages)View decision -
Decision Reference DRN-6101988
12 Feb 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6101988 The complaint Mr K was retiring in September 2025 but he didn’t receive information he’d first requested from The Prudential Assurance Company Limited (Prudential) in December 2024 to make a decision about his pension. He’s unhappy with Prudential’s poor service and lack of ... (14 pages)View decision -
Decision Reference DRN-6119265
9 Feb 2026 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-6119265 The complaint Mrs B complains that the charges The Prudential Assurance Company Limited applied to her investment bond were inaccurate. What happened Mrs B set up a Prudential investment bond in April 2002 and then made two additional top up payments in December 2022 and Au... (5 pages)View decision -
Decision Reference DRN-6107423
30 Jan 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6107423 The complaint Mrs W’s representative has complained, on her behalf, about how The Prudential Assurance Company Limited (Prudential) handled matters with regard to the late Mr W’s pension plan. The representative has said that Mrs W wasn’t aware that the pension existed, tha... (8 pages)View decision -
Decision Reference DRN-6098987
28 Jan 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6098987 The complaint Mr W complains that some valuations The Prudential Assurance Company Limited provided to him for his pension savings, around the time he was planning to take his benefits, were greatly overstated. What happened Mr W held pension savings with Prudential. In Augu... (3 pages)View decision -
Decision Reference DRN-6004734
19 Jan 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6004734 The complaint Mrs B complains that The Prudential Assurance Company Limited failed to provide her with appropriate advice, or sufficient information, when it discussed her future pension savings with her in 1995. What happened Mrs B is a teacher. In 1995 she met with Prudent... (4 pages)View decision -
Decision Reference DRN-6055628
6 Jan 2026 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-6055628 The complaint Ms L has complained about Prudential’s handling of the pension sharing order (PSO) awarded in 2013. She’s said that she still hasn’t received her share, despite providing the relevant documentation several times since 2014. What happened Ms L’s ex-husband had ... (6 pages)View decision
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