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-4534578
17 Jan 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4534578 The complaint Mr C complains that The Prudential Assurance Company Limited failed to make him aware he could use the ‘Open Market Option’ or may have been eligible for an enhanced annuity when he purchased two annuities from Prudential in 2007. What happened Mr C took out a per... (3 pages)View decision -
Decision Reference DRN-4372058
4 Jan 2024 The Prudential Assurance Company Limited UpheldInsuranceDRN-4372058 The complaint Mr W and Ms B have complained about the level of the settlement The Prudential Assurance Company Limited paid when they claimed following Mr W’s stroke. What happened In 2007, Mr W and Ms B bought life and serious illness cover from Prudential. The policy they ch... (3 pages)View decision -
Decision Reference DRN-4251553
2 Jan 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-4251553 The complaint Mr B has complained about The Prudential Assurance Limited (Prudential). He said he can’t obtain a valuation of his whole of life policy online. He said he is being provided with a sub- standard service compared to other customers of Prudential. He would like to b... (3 pages)View decision -
Decision Reference DRN-4467868
29 Dec 2023 The Prudential Assurance Company Limited Not upheldInsuranceDRN-4467868 The complaint Mrs P and Mr P have complained that The Prudential Assurance Company Limited didn’t settle Mrs P’s claim at the correct level. All references to The Prudential Assurance Company Limited “Prudential” include its trading or other names. What happened The background ... (2 pages)View decision -
Decision Reference DRN-4526839
21 Dec 2023 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4526839 The complaint Mr B and Miss N are unhappy with the investment return on the mortgage endowment policy they had with The Prudential Assurance Company Limited. They have said that at the time of the sale they were told the policy would at least reach the target amount and would l... (4 pages)View decision -
Decision Reference DRN-4506989
16 Dec 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4506989 The complaint Mrs M complains that The Prudential Assurance Company Limited (“Prudential”) changed the retirement date on her pension. The retirement date was amended from 3 April 2023 to 3 April 2038 and because of this when Mrs M tried to access benefits in May 2023, she was ... (4 pages)View decision -
Decision Reference DRN-4510367
15 Dec 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4510367 The complaint Mr G complains that the transfer values of his pensions reduced when he had been expecting them to increase. In February 2023 The Prudential Assurance Company Limited (“Prudential”) had communicated to Mr G’s adviser - BLP Wealth Management Limited, an appointed r... (5 pages)View decision -
Decision Reference DRN-4458750
8 Dec 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4458750 The complaint Mrs W complains that The Prudential Assurance Company Limited has unfairly changed the Selected Retirement Date (“SRD”) on some of her pension plans. What happened Mrs W holds pension savings with Prudential that are spread across a number of different pension pla... (4 pages)View decision -
Decision Reference DRN-4426534
7 Dec 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4426534 The complaint Mr C complains that The Prudential Assurance Company Limited (Prudential) told him he’d need to obtain financial advice to take the benefits from his personal pension plan in the way that he wanted to. He said this wasn’t a legal requirement. What happened Mr C ha... (3 pages)View decision -
Decision Reference DRN-4446289
16 Nov 2023 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4446289 The complaint Mrs H’s complaint is about a mortgage endowment policy she held with The Prudential Assurance Company Limited. She is unhappy that the policy maturity value was paid to her mortgage lender. In addition, she’s dissatisfied with the general level of service she has ... (4 pages)View decision