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-5558375
28 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5558375 The complaint The estate of Mrs D complains that The Prudential Assurance Company Limited (“Prudential”) provided a poor level of service and misleading information in connection with accessing the benefits available under Mrs D’s non-profit deferred annuity policy. Mr D is ... (3 pages)View decision -
Decision Reference DRN-5613682
28 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5613682 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (4 pages)View decision -
Decision Reference DRN-5182998
27 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5182998 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (5 pages)View decision -
Decision Reference DRN-5288763
26 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5288763 The complaint Mrs W complains that some advice she received in 1997 from The Prudential Assurance Company Limited about making additional contributions to her occupational pension was either inappropriate or misleading. What happened Mrs W is a teacher, and in 1997 was a mem... (4 pages)View decision -
Decision Reference DRN-5285396
17 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5285396 The complaint Mr S believes his pension with The Prudential Assurance Company Limited (Prudential) was mis-sold. He’s also unhappy with the selected retirement date. He was concerned that this being earlier than he expected could affect his means tested benefits. What happen... (4 pages)View decision -
Decision Reference DRN-5613259
11 Jun 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5613259 The complaint Mr D complains that The Prudential Assurance Company Limited (“Pru”) failed to retain his log in details which meant he was unable to access a secure message it had sent. He also complains that Pru failed to telephone him back as promised when facing these issu... (3 pages)View decision -
Decision Reference DRN-5431533
3 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5431533 The complaint Mr R complains that The Prudential Assurance Company Limited (“Prudential”) failed to allow him to purchase an annuity from the firm. As a result Mr R complains that he has needed to pay a significant fee for financial advice in order to be provided with an ann... (3 pages)View decision -
Decision Reference DRN-4974931
1 Jun 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4974931 The complaint Mr D complains about the operation of his Unit Trust Assurance Plan held with The Prudential Assurance Company Limited. In summary, he says he has not been supplied with information from Prudential regarding the administration of the investment’s underlying fun... (5 pages)View decision -
Decision Reference DRN-5474194
31 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5474194 The complaint Mr G has complained about the delays suffered in transferring his pension from St James Place (‘SJP’) to Financial Administration Services Limited (‘Fidelity’). Prior to 2017 Mr G’s pension had been held with The Prudential Assurance Company Limited (‘Prudentia... (4 pages)View decision -
Decision Reference DRN-5595282
30 May 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5595282 The complaint Mr T is unhappy with the way The Prudential Assurance Company Ltd (Prudential) managed his pension, preventing him from divesting his investments to cash shortly before his retirement date, causing him anxiety and financial loss. What happened Mr T was employed... (4 pages)View decision