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 1373 results
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Decision Reference DRN-4608507
13 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4608507 The complaint Mr B has complained about the service he received from The Prudential Assurance Company Limited. He is unhappy that he was not able to take benefits from two of his Personal Pension Plans (PPP) as income drawdown and with delays in the start of his annuity and poo... (4 pages)View decision -
Decision Reference DRN-4333431
8 Feb 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4333431 The complaint Mr B complains that The Prudential Assurance Company Limited (Prudential) failed to make him aware of the Annual Management Charges (AMC) attached to his pension. Mr B has told this service that although he made a separate complaint to Prudential about delays to h... (5 pages)View decision -
Decision Reference DRN-4479195
6 Feb 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-4479195 The complaint Mr A is unhappy that The Prudential Assurance Company Limited has declined a claim he made on his Life and Serious Illness insurance policy. What happened Mr A has a life and serious illness insurance policy which pays a lump sum in the event of serious illness or... (7 pages)View decision -
Decision Reference DRN-4584311
5 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4584311 The complaint Mr R holds a personal pension with The Prudential Assurance Company Limited and complains that The Prudential Assurance Company Limited was unhelpful when he tried to transfer three other pensions to his personal pension, causing him delay and inconvenience. What ... (3 pages)View decision -
Decision Reference DRN-4501680
5 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4501680 The complaint Mrs P has complained about the time it has taken for Prudential to pay monies due to her as a beneficiary under her late husband’s pension policies. The payment still hasn’t been made, over three years after Prudential were informed of her husband’s passing. Becau... (7 pages)View decision -
Decision Reference DRN-4595640
2 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4595640 The complaint Mr T complains that poor service provided by Prudential Assurance Company Limited delayed the transfer of his pension plan to another provider, leading to a financial loss. What happened Mr T had a Section 32 plan, a type of guaranteed annuity contract, with Prude... (7 pages)View decision -
Decision Reference DRN-4595030
1 Feb 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4595030 The complaint Mr M complains that The Prudential Assurance Company Limited caused delays in providing information about his pension which meant his annuity didn’t start when he wanted it to. What happened Mr M had two retirement annuity contracts (RACs) that were set up in the ... (5 pages)View decision -
Decision Reference DRN-4553523
30 Jan 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4553523 The complaint Mrs F complains that the Prudential Assurance Company Limited (Prudential) made three errors relating to the taxation of regular and ad-hoc income withdrawals from her retirement account. She says this led her to overpay income tax – which she is now unable to rec... (8 pages)View decision -
Decision Reference DRN-4534723
25 Jan 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4534723 The complaint Mr H complains that Prudential Assurance Company Limited (“Prudential”) mis-sold him a Teachers Additional Voluntary Contribution plan. Mr H is represented in this complaint by a claims management company (“CMC”), but for ease of reading I’ll mainly refer to Mr H ... (3 pages)View decision -
Decision Reference DRN-4571973
24 Jan 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4571973 The complaint Mrs J complains that The Prudential Assurance Company Limited could not find her pension funds and reactivate her plans, causing her a financial loss. What happened Mrs J had two Personal Pension Plans (PPPs) with Prudential. Both of these PPPs were invested in Wi... (4 pages)View decision