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-5773119
22 Aug 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5773119 The complaint Mr F is unhappy with the time it took for The Prudential Assurance Company Limited (Prudential) to transfer his personal pension away from them. What happened Mr F had a personal pension plan (PPP) with Prudential, the PPP had a guaranteed basic annuity (GBA).... (6 pages)View decision -
Decision Reference DRN-5642317
22 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5642317 The complaint Mr C complains that The Prudential Assurance Company Limited (Prudential) have caused delays in him taking his pension benefits and won’t allow him to transfer his plan without taking financial advice. He wants to be able to transfer his plan. What happened Mr... (5 pages)View decision -
Decision Reference DRN-5721337
15 Aug 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5721337 The complaint Mr B’s complaint is about a mortgage endowment policy he had with The Prudential Assurance Company Limited. His complaint points are: • that due to and administrative mistake by Prudential, his policy lost its qualifying status and so created a tax liability f... (4 pages)View decision -
Decision Reference DRN-5213540
30 Jul 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5213540 The complaint Mrs E complains about the way The Prudential Assurance Company Limited (‘Prudential’) handled her request to switch her Income and Growth Bond’s funds. Mrs E is supported by her husband in bringing this complaint. For simplicity, I will refer to all actions as ... (3 pages)View decision -
Decision Reference DRN-5544455
28 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5544455 The complaint Mr M complains that the compensation paid to him by The Prudential Assurance Company Limited (“Prudential”), following delays to the payment of a pension commencement lump sum (“PCLS” – otherwise known as tax-free cash), is insufficient. What happened Mr M has ... (3 pages)View decision -
Decision Reference DRN-5698933
24 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5698933 The complaint Mrs D has complained about a transfer of her personal pension with The Prudential Assurance Company Limited (“Prudential”) to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in May 2016. Mrs D’s QROPS was subsequently used to invest, for the most part... (9 pages)View decision -
Decision Reference DRN-5449143
23 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5449143 The complaint Mrs B complains that The Prudential Assurance Company Limited (Prudential) mis-sold her an Additional Voluntary Contribution Plan (AVC) causing her financial losses. She wants compensation for her losses. Mrs B is represented by a claims management company (CM... (3 pages)View decision -
Decision Reference DRN-5651211
16 Jul 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5651211 The complaint Mr H complains about the service he received from The Prudential Assurance Company Limited (‘Prudential’) when he made a Data Subject Access Request (DSAR). What happened Following a series of issues raised with Prudential, Mr H made a DSAR request on 10 Januar... (2 pages)View decision -
Decision Reference DRN-5369537
10 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5369537 The complaint Mr R complains that The Prudential Assurance Company Limited (“Prudential”) failed to provide him with sufficient information about the charges payable on his pension savings, either when the plan was first opened, or during the following years. What happened M... (3 pages)View decision -
Decision Reference DRN-5671571
4 Jul 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5671571 The complaint Mr H complains that The Prudential Assurance Company Limited (Prudential) will not allow him to take only the tax free cash from his pension plan without him using a financial adviser. And that Prudential did not tell him about this requirement before he wished... (4 pages)View decision