Prudential Personal Pension Plan (CAS-30658-M2S8)

Ombudsman’s Determination

Outcome

Mr R’s complaint against Prudential is partly upheld, but there is part of the complaint that I do not agree with. To put matters right, Prudential shall pay Mr R £500 in recognition of the significant distress and inconvenience that has been caused.

Complaint summary

Mr R has complained that Prudential would not allow him to flexibly access the Plan without first having taken financial advice. To provide this financial advice itself, Prudential required details of Mr R’s other pension policies, which he did not wish to provide.