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-3583483
13 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3583483 The complaint Mr P says The Prudential Assurance Company Limited (Prudential) is responsible for poor administration and handling of his personal pension arrangements. Specifically, it didn’t act on his instruction to increase his pension contributions and it subsequently faile... (4 pages)View decision -
Decision Reference DRN-3263133
8 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3263133 The complaint Mr K complains about a Unit Price Adjustment applied to an instruction to take cash from his pension by The Prudential Assurance Company Limited (The Prudential). What happened Mr K complained about a Unit Price Adjustment (UPA) applied to his policy which meant h... (11 pages)View decision -
Decision Reference DRN-3848009
8 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3848009 The complaint Mr H complains The Prudential Assurance Company Limited gave him unsuitable advice to pay Teachers’ Additional Voluntary Contributions (‘TAVCs’) to his occupational pension scheme (‘OPS’). He says that if it had told him about the alternative option of buying adde... (4 pages)View decision -
Decision Reference DRN-3667648
7 Dec 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3667648 The complaint Mrs F complains about the delay applied to a switch of her pension funds by The Prudential Assurance Company Limited (Prudential). Mrs F says she was forced to cancel the switch of her funds to cash because of the 28-day delay. She decided to make the switch at a ... (9 pages)View decision -
Decision Reference DRN-3583053
7 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3583053 The complaint Mr M says when he switched between funds in his Retirement Account he didn’t benefit from a unit price reset (UPR). He says The Prudential Assurance Company Limited (Prudential) has treated him unfairly and he’s suffered financial detriment. Mr M is represented by... (4 pages)View decision -
Decision Reference DRN-3845412
6 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3845412 The complaint Ms L has complained to The Prudential Assurance Company Limited about the sale of her Teachers Pension Scheme Additional Voluntary Contribution (TAVC) plan. What happened Ms L took out a TAVC plan in 1991. Unfortunately, Prudential no longer holds any documentatio... (6 pages)View decision -
Decision Reference DRN-3389857
6 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3389857 The complaint Mrs J complains that The Prudential Assurance Company Limited (Prudential) mis-sold her a Free-Standing Additional Voluntary Contribution (FSAVC) plan. Mrs J is represented in her complaint by a Claims Management Company (CMC). But I’ll only refer to her in my dec... (6 pages)View decision -
Decision Reference DRN-3343230
1 Dec 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3343230 The complaint Mrs S complained that Prudential Assurance Company Limited (Prudential) caused delays in processing a payment from her pension. This caused her distress and inconvenience and a material financial loss. Prudential has offered her compensation in respect of her dist... (3 pages)View decision -
Decision Reference DRN-3453332
30 Nov 2022 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3453332 The complaint Mr B complained that because of delays to a pension transfer, The Prudential Assurance Company Limited (Prudential) did not apply an uplift to his pension value he was due and caused him a significant amount of distress and inconvenience. He would like Prudential ... (3 pages)View decision -
Decision Reference DRN-3475079
29 Nov 2022 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-3475079 The complaint Mr and Mrs B complain that The Prudential Assurance Company Limited (‘Prudential’) ought to increase the maturity value of their mortgage endowment policy. For ease of reference, I’ve referred to Mr and Mrs B as ‘the complainants’ in my decision. What happened The... (3 pages)View decision