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-3820159
13 Mar 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3820159 The complaint Mr T complains that The Prudential Assurance Company Limited (Prudential) misinformed him about the amount of tax-free cash (TFC) he was entitled to take. He says this led to him making an important financial decision based on the wrong information, which has caus... (5 pages)View decision -
Decision Reference DRN-4010479
13 Mar 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4010479 The complaint Mr C has complained about the delays and poor service provided by The Prudential Assurance Company Limited when transferring the plan benefits from his Group Personal Pension to another provider. What happened I issued a provisional decision about this complaint o... (4 pages)View decision -
Decision Reference DRN-4001902
3 Mar 2023 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4001902 The complaint Mr and Mr M complain that The Prudential Assurance Company Limited won’t consider a claim under their serious illness cover. They say they were told a further claim would be considered. For convenience, at times I will distinguish Mr and Mr M by referring to them ... (4 pages)View decision -
Decision Reference DRN-3702839
1 Mar 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3702839 The complaint Mr M complains that The Prudential Assurance Company Limited has treated him unfairly when it has decided the recipients of benefits from a pension policy held by his late brother. What happened Mr M lived with his brother, who I will call Mr X. Mr X sadly passed ... (3 pages)View decision -
Decision Reference DRN-3967468
22 Feb 2023 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-3967468 The complaint Mr F and TM as SIPP trustees complain that The Prudential Assurance Company Limited used the incorrect unit price when calculating withdrawals from a Self-Invested Pension Plan (SIPP). What happened Mr F asked TM as SIPP trustees to withdraw units from his SIPP an... (4 pages)View decision -
Decision Reference DRN-3880471
21 Feb 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3880471 The complaint Mr O complains that The Prudential Assurance Company Limited has unfairly deducted a Market Value Reduction (“MVR”) from the value of his pension savings when he asked that they be transferred to another provider. He says that Prudential failed to make him aware t... (7 pages)View decision -
Decision Reference DRN-3727637
20 Feb 2023 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-3727637 The complaint Ms M complains that she has received very poor service from The Prudential Assurance Company Limited. In particular, Ms M complains that her previous adviser was disrespectful and unprofessional. Ms M also complains that when her adviser was changed, the new advis... (4 pages)View decision -
Decision Reference DRN-3832702
20 Feb 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3832702 The complaint Mr H complains that The Prudential Assurance Company Limited failed to provide him with appropriate information or service when he asked to put some pension benefits into payment in 2021. What happened Mr H has held pension savings with Prudential (albeit previous... (3 pages)View decision -
Decision Reference DRN-3555981
16 Feb 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3555981 The complaint Mr N complains that he wasn’t aware he needed to claim tax relief on his contributions to his pension with The Prudential Assurance Company Limited (The Prudential) What happened Mr N took out a pension with Prudential in mid-1987. He initially paid about £30 per ... (6 pages)View decision -
Decision Reference DRN-3487225
10 Feb 2023 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3487225 The complaint Mr A complained that Prudential Assurance Company Limited (Prudential) applied a market value reduction (MVR) to his policy when he did not take his benefits at his specified retirement date (SRD). Mr A is represented by a financial adviser in bringing this compla... (3 pages)View decision