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 DRN7743093
21 Aug 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsMr C and Mrs O have complained about the issues that arose when The Prudential Assurance Company Limited (Prudential) arranged their joint life annuity. Firstly they’ve complained about the delays in setting up the annuity and then that they weren’t made aware that Prudential would be rece... (5 pages)View decision -
Decision Reference DRN0144309
15 Aug 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMrs B, Mrs S and Mr B were trustees of a bond held with The Prudential Assurance Company Limited. They’re unhappy with how long their surrender request took, and would like compensation for their losses.backgroundLast summer, the trustees wanted to surrender their bond and had their IFA fo... (2 pages)View decision -
Decision Reference DRN7316918
13 Aug 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMrs C’s complaint is about a mortgage endowment policy she was sold in 1990. She believes it was mis-sold because it represented a risk to the repayment of her mortgage, which she was not willing to accept. She has also said she didn’t need the life cover associated with the policy.The Pru... (3 pages)View decision -
Decision Reference DRN1050021
12 Aug 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsMr W and Ms M (“the policyholders”) complain that The Prudential Assurance Company Limited didn’t pay them enough when they surrendered their mortgage endowment policy. backgroundIn February 2019, Ms M called Prudential about surrendering their mortgage endowment policy. Prudential told he... (4 pages)View decision -
Decision Reference DRN5069999
8 Aug 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsMr H has complained about the advice he received from The Prudential Assurance Company Limited to take out a Free Standing Additional Voluntary Contributions (FSAVC) plan. Mr H is represented by a third party. For ease of reading, I’ll refer to all submissions as made by Mr H. backgroundMr... (2 pages)View decision -
Decision Reference DRN4117120
26 Jul 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMrs M complains that The Prudential Assurance Company Limited won’t cancel the dependant’s benefit she receives from her late husband’s annuity. backgroundIn 2008, after speaking with a financial adviser, Mr M used his Protected Rights pension fund to buy an annuity with Prudential. He cho... (2 pages)View decision -
Decision Reference DRN0374317
18 Jul 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsMrs S complains that the Prudential Assurance Company Limited mis-advised her and told her she couldn’t take her personal pension until June 2019. She also complains about the way Prudential handled her phone call to it, when she telephoned about her additional voluntary contribution (AVC)... (3 pages)View decision -
Decision Reference DRN6247342
11 Jul 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr W complains that The Prudential Assurance Company Limited (Prudential) didn’t provide the information he’d requested in relation to his potential retirement benefits. He wanted the information before his birthday so that he could decide what to do but he says he still hasn’t received wh... (4 pages)View decision -
Decision Reference DRN3798359
10 Jul 2019 The Prudential Assurance Company Limited UpheldInvestment and pensionsMrs W, representing the trustees, complains that The Prudential Assurance Company Limited provided misleading information about how the payment of a significant annual premium to one of Mr W’s protection plans would be handled.backgroundI issued a provisional decision on the trustees’ comp... (5 pages)View decision -
Decision Reference DRN2050289
5 Jul 2019 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr and Mrs W are unhappy with the maturity value they received from The Prudential Assurance Company Limited when their mortgage endowment policy matured. They say Prudential used a set of rules that didn’t apply to their policy which meant units were incorrected allocated.backgroundMr and... (2 pages)View decision