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-5646951
31 Dec 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5646951 The complaint Mr R complains that The Prudential Assurance Company Limited (‘Prudential’) mis-sold him the pension through which he contracted-out of the Second Earnings Related Pension Scheme (‘SERPS’). He says that he was pressured into taking out the pension and wasn’t in... (7 pages)View decision -
Decision Reference DRN-5415933
18 Dec 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5415933 The complaint Mr C complains that his in-house Additional Voluntary Contribution (‘AVC’) facility, provided by The Prudential Assurance Company Limited (‘Prudential’), has performed poorly and dropped significantly in value despite being set up on a low/medium risk basis. Mr... (7 pages)View decision -
Decision Reference DRN-6028025
17 Dec 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6028025 The complaint Mr L complained that the Prudential Assurance Company Limited caused him loss due to the poor service he received when he came to take pension benefits. What happened Mr L held pension benefits in two plans with Prudential that comprised of additional voluntary... (14 pages)View decision -
Decision Reference DRN-5134289
11 Dec 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5134289 The complaint Mr S complains that The Prudential Assurance Company Limited (“Pru”) closed a fund within his regular investment plan and replaced it with a fund he didn’t want to invest in. What happened Mr S has held a regular investment plan with Pru since 1978. Within this... (4 pages)View decision -
Decision Reference DRN-5935009
1 Dec 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5935009 The complaint Mr and Mrs S complain that The Prudential Assurance Company Limited (that I’ll refer to as ‘Vitality’) turned down Mr S’s Serious Illness Cover insurance claim. As the complaint concerns Mr S’s claim, I’ve mainly referred to him throughout the decision. What ... (4 pages)View decision -
Decision Reference DRN-5957385
28 Nov 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5957385 The complaint Mrs H complains that The Prudential Assurance Company Limited (“Prudential”) has failed to efficiently deal with enquiries she has made about a pension plan she holds with the firm. She says that when she enquired by telephone Prudential stated that it couldn’t... (3 pages)View decision -
Decision Reference DRN-5711415
24 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5711415 The complaint Mr B complains about the amount of time it took The Prudential Assurance Company Limited (‘Pru’) to process his request to access the funds in his personal pension, and the number of times he had to contact them in order to progress the complaint. Mr B states t... (4 pages)View decision -
Decision Reference DRN-5915448
20 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5915448 The complaint Mrs D complains that The Prudential Assurance Company Limited (Prudential) will not pay her a spouse’s pension from her late husband’s annuity. She wants the pension paid. What happened Mrs D’s late husband purchased an annuity with Scottish Amicable in Decemb... (3 pages)View decision -
Decision Reference DRN-5926744
12 Nov 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5926744 The complaint Ms B complains that she was given incorrect information by The Prudential Assurance Company Limited (“Prudential”) about being able to receive her pension benefits early due to ill-health. What happened Ms B holds pension savings with Prudential. In July 2025 M... (3 pages)View decision -
Decision Reference DRN-5792130
12 Nov 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5792130 The complaint Mr S complains that he’s being financially disadvantaged by the lack of fund choices offered by The Prudential Assurance Company Limited (Prudential) and the level of pricing/fee charges relating to those he’s already invested in. He’s seeking more freedom of c... (5 pages)View decision