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-5563470
20 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5563470 The complaint Mr R has complained that The Prudential Assurance Company Limited incorrectly calculated the loss he incurred due to a delay in completing the transfer of his personal pension plan. What happened The background to this complaint was set out in my provisional d... (7 pages)View decision -
Decision Reference DRN-5456590
15 May 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5456590 The complaint Miss S complains that The Prudential Assurance Company Limited (‘Prudential’) turned down her income protection claim. What happened Miss S holds a PruProtect Plan underwritten by Prudential. The policy includes income protection cover, Serious Illness cover, ... (5 pages)View decision -
Decision Reference DRN-5528923
12 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5528923 The complaint Mr F complains that The Prudential Assurance Company Limited (Prudential) inappropriately deducted ongoing advice charges from his policy between October 2020 and January 2021 despite the fact that no financial advice was given during that time. What happened ... (3 pages)View decision -
Decision Reference DRN-5541549
8 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5541549 The complaint Mr A has complained about the actions of The Prudential Assurance Company Limited (“Prudential”) when he tried to transfer his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”). Mr A first tried to transfer in 2022. That transfer req... (6 pages)View decision -
Decision Reference DRN-5275683
8 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5275683 The complaint Mrs M complains that The Prudential Assurance Company Limited (Prudential) will not pay her a dependant’s pension under her late partners annuity. She wants the pension paid. What happened Mrs M says when her late partner, Mr H, took out a pension annuity with... (4 pages)View decision -
Decision Reference DRN-5282489
6 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5282489 The complaint Mrs F complains that The Prudential Assurance Company Limited are making her take financial advice against her wishes before they’ll release any monies from her personal pension plan. Mrs F would like Prudential to just process her pension withdrawal request pr... (4 pages)View decision -
Decision Reference DRN-5454490
29 Apr 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5454490 The complaint Mr S complains that The Prudential Assurance Company (Prudential) overstated the value of his Personal Pension Plans causing problems and then provided unclear and inconsistent explanations. He says the compensation paid by Prudential for the inconvenience is i... (5 pages)View decision -
Decision Reference DRN-5462776
25 Apr 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5462776 The complaint Miss C1 and Miss C2 complain that The Prudential Assurance Company Limited delayed the payment of a top-up to their Prudential Investment Bond, causing them to incur a loss. What happened Miss C1 and Miss C2 had held a Prudential Investment Bond for several ye... (4 pages)View decision -
Decision Reference DRN-5245310
24 Apr 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5245310 The complaint Mr W complains that The Prudential Assurance Company Limited (Prudential) unfairly took charges from his pension plan. And that it never explained those charges to him. He also complains that the performance of his pension has been worse than that he was advise... (5 pages)View decision -
Decision Reference DRN-4973726
24 Apr 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-4973726 The complaint Mr M and Ms Y complain that The Prudential Assurance Company Limited delayed paying out a with-profits endowment plan and failed to fully recognise the distress and inconvenience this caused. What happened In early 2023, Prudential wrote to Mr M and Ms Y to tel... (3 pages)View decision