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-5805433
20 Oct 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5805433 The complaint Mr S’s representative has complained, on his behalf, to The Prudential Assurance Company Limited (Prudential) that it allowed his pension claim to be paid to a bank account that had been set up his in name fraudulently. The representative has said that the fun... (10 pages)View decision -
Decision Reference DRN-5890400
17 Oct 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5890400 The complaint Mr and Mrs S complain that The Prudential Assurance Company Limited (‘Pru’) have failed to provide an annual investment bond statement to them in an acceptable format. What happened After not receiving their annual bond statement (ABS) on 31 October 2023, Mr a... (3 pages)View decision -
Decision Reference DRN-5577202
10 Oct 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5577202 The complaint Mr T says that The Prudential Assurance Company Limited (Prudential) treated him unfairly when it wrote to him to explain his options following a historic mistake it made in calculating his annuity. Mr T thinks that he was misled about how much increase there w... (3 pages)View decision -
Decision Reference DRN-5783159
3 Oct 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5783159 The complaint The settlor and beneficiary of the B Trust, Mrs B, has complained The Prudential Assurance Company (‘Prudential’) didn’t know the legal owner of the Trust’s policy. She says it was surrendered incorrectly and Prudential didn’t act as it should have done by allo... (9 pages)View decision -
Decision Reference DRN-5649560
30 Sep 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5649560 The complaint Mr M complains that the service he has received from Prudential Assurance Company Limited (Prudential) concerning his personal finances has caused him significant distress and inconvenience. What happened In March 2024 Mr M began the process to receive the proc... (4 pages)View decision -
Decision Reference DRN-5746216
26 Sep 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5746216 The complaint Mr W complains that The Prudential Assurance Company Limited delayed his additional contribution to an investment bond with it. What happened Our investigator set out the background to the complaint, which I have included below for ease of reference: On 16 Octo... (4 pages)View decision -
Decision Reference DRN-5816780
25 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5816780 The complaint Mrs B complains that The Prudential Assurance Company Limited (Prudential) failed to continue to pay her the annuity payments she felt she was due from her late husband’s pension after his death. Prudential said the annuity was set up as a single life policy, w... (5 pages)View decision -
Decision Reference DRN-5591922
22 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5591922 The complaint Ms S complains that The Prudential Assurance Company Limited (“Prudential”) mishandled the death benefit under her late husband’s pension plan after she notified them of his passing. She says Prudential communicated poorly throughout the process, made unnecessa... (6 pages)View decision -
Decision Reference DRN-5655782
19 Sep 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5655782 The complaint The trustees for the S Trust (‘the trust’) complain that The Prudential Assurance Company Limited (‘Prudential’) gave poor service when they asked it to pay out an investment plan. What happened The trust held an investment plan with Prudential. In July 2024 a ... (5 pages)View decision -
Decision Reference DRN-5551798
17 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5551798 The complaint Mr H complains that The Prudential Assurance Company Limited didn’t cancel the deductions of ongoing advice charges when his adviser moved to a new firm. What happened The details of this complaint are well known to both parties and aren’t in dispute. As such, ... (3 pages)View decision