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 DRN8007003
11 Dec 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsThe executors of the estate of Mrs S complain that The Prudential Assurance Company Limited incorrectly recorded her as ‘gone away’, meaning it couldn’t send any information to her about her investments. As a result, her daughter, Ms S, who was looking after Mrs S’ affairs as her attorney,... (4 pages)View decision -
Decision Reference DRN1797284
9 Dec 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr W believes Prudential Assurance Company Limited has increased its charges on his pension fund beyond what he’d agreed to. backgroundMr W wanted to transfer his pension savings held with Prudential from a cash fund into an investment fund, for the potential of better growth. So in 2017, ... (2 pages)View decision -
Decision Reference DRN0687606
9 Dec 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr H complains delays by Prudential Assurance Company Limited resulted in a fall in the value of his pension savings held with another provider.backgroundMr H had some pension savings invested in a “global” fund with another provider I’ll call “A”. In August 2018 Mr H and his wife met with... (4 pages)View decision -
Decision Reference DRN8441686
6 Dec 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsComplaintMrs H complains that an appointed representative of The Prudential Assurance Company Limited mis-sold her a protection policy which included life assurance, mortgage payment benefit, waiver of premium benefit and unemployment cover.She says she was told she had to take out the pol... (3 pages)View decision -
Decision Reference DRN4213545
4 Dec 2019 The Prudential Assurance Company Limited UpheldPayment protection insurance (PPI)ComplaintMiss H is unhappy with The Prudential Assurance Company Limited’s handling of a claim she made on a payment protection insurance (PPI) policy she took with a secured loan. BackgroundVery briefly, Miss H fell into arrears with her loan which was taken over a term of ten years. The ... (2 pages)View decision -
Decision Reference DRN0979810
3 Dec 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr B complains about the administration of his annuity based pension by the Prudential Assurance Company Limited. He says Prudential has made deductions from his pension plan and hasn’t provided a proper explanation in respect of those deductions. Mr B says Prudential hasn’t explained the ... (9 pages)View decision -
Decision Reference DRN3675332
3 Dec 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsMr T complains that The Prudential Assurance Company Limited failed to act in accordance with its stated terms and conditions when transferring his pension investments from a managed fund to a cash fund in August 2015.backgroundThe background to this complaint was set out in the provisiona... (6 pages)View decision -
Decision Reference DRN8103909
27 Nov 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMs E complains that The Prudential Assurance Company Limited (Prudential) has refused to allow her to transfer two pension pots she holds with it into a drawdown plan.backgroundMs E provided the following summary of her complaint:‘My finances were put in order some time ago and I am happy ... (3 pages)View decision -
Decision Reference DRN7901581
26 Nov 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsComplaintMr K complains he was mis-sold an investment policy by The Prudential Assurance Company Limited because he didn’t receive the return he was told he’d get at retirement. He complains about the suitability and is also unhappy with the performance of the policy. BackgroundIn 1971, Mr... (3 pages)View decision -
Decision Reference DRN7346988
25 Nov 2019 The Prudential Assurance Company Limited Not upheldInsurance (excluding PPI)Mrs Y has complained that she was mis-sold an income protection insurance policy by The Prudential Assurance Company Limited. She has also complained about aspects of Prudential’s administration of the policy since then. backgroundIn 1999, while in the process of obtaining a mortgage, Mrs ... (2 pages)View decision