Prudential Personal Pension Policy (PO-27369)

Ombudsman’s Determination

Outcome

I do not uphold Mr N’s complaint and no further action is required by Prudential.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mr N argues that he is entitled to benefits from the Policy, despite Prudential informing him that he was incorrectly receiving statements intended for a policyholder who has the same name. Due to the erroneously issued statements from Prudential, Mr N believed that he was entitled to retirement benefits from the Policy of around £103,000.