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-5585398
17 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5585398 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 -
Decision Reference DRN-5818455
15 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5818455 The complaint Mr B is unhappy that Prudential requires him to obtain financial advice before he can take 25% tax free cash (TFC) and move the remainder of his pension into income drawdown. He explained that when he contacted Prudential to give instructions, he was informed t... (6 pages)View decision -
Decision Reference DRN-5691463
12 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5691463 The complaint Mr R complained that the Teachers’ Additional Voluntary Contributions (AVC) pension arrangement he started with the Prudential Assurance Company Limited didn’t give him the benefits he thought it would provide. What happened Mr R started a Teachers’ AVC pensio... (5 pages)View decision -
Decision Reference DRN-5803674
11 Sep 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5803674 The complaint Mr and Mrs K complain that The Prudential Assurance Company Limited caused a delay and provided poor service when they requested withdrawals from two of their investment bonds. They needed the money for a house purchase, so they say the delay and poor service c... (3 pages)View decision -
Decision Reference DRN-5577971
10 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5577971 The complaint Ms N is unhappy that The Prudential Assurance Company Ltd (“Prudential”) communicated with her in relation the various pension policies she held with them. What happened Ms N originally held various pension policies with Scottish Amicable Life Assurance, invest... (5 pages)View decision -
Decision Reference DRN-5610392
8 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5610392 The complaint Mrs F is unhappy that The Prudential Assurance Company Limited (‘Prudential’) sent payments to her adviser when she believed the adviser was not in a position to give her advice. Mrs F is represented by a professional representative, but for ease I will refer t... (2 pages)View decision -
Decision Reference DRN-5786912
5 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5786912 The complaint Mr J complains about the way that The Prudential Assurance Company Limited (Prudential) treated him in connection with the payment of pension policies. What happened The events leading to this complaint are well known to both parties involved. So, I only intend... (7 pages)View decision -
Decision Reference DRN-5776259
5 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5776259 The complaint Mr B has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension worth around £50,000 to a Qualifying Recognised Overseas Pension Scheme (‘... (9 pages)View decision -
Decision Reference DRN-5785956
1 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5785956 The complaint Mr W complains that The Prudential Assurance Company Limited (Prudential) gave him unsuitable advice to take out a Free Standing Additional Voluntary Contribution (FSAVC) in 1998. What happened I set out the background to this complaint in my provisional decisi... (4 pages)View decision -
Decision Reference DRN-5635484
29 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5635484 The complaint Mr J has complained about the process of withdrawing his pension funds from The Prudential Assurance Company Limited (‘Prudential’). Mr J states he tried to withdraw his pension monies several times – starting in 2021 - but was unable to do so until October 202... (4 pages)View decision