Published decisions
300
Firm-specific decision volume in the public corpus
Firm analysis
Friends Life Limited complaint analysis
A public analysis page covering published Financial Ombudsman decisions involving Friends Life Limited, including outcome context, product mix, complaint themes, and representative cases.
Page summary
300 published decisions involving Friends Life Limited, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.
Published decisions
300
Firm-specific decision volume in the public corpus
Upheld rate
24.3%
73 upheld decisions
Latest published decision 24 Nov 2020
Upheld rate
24.3%
73 upheld decisions
Leading product
Investment and pensions
208 decisions
Leading complaint theme
Delay In Claim Handling
61 tagged decisions
Friends Life Limited at a glance
Friends Life Limited appears in 300 published decisions in this corpus. 24.3% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.
Investment and pensions is the firm’s clearest product exposure in the published decisions, with 208 decisions and an upheld rate of 24.0%.
- Latest active year in the published data: 2020 (1 decisions)
- Most common complaint theme: Delay In Claim Handling
- Most common precedent signal: Disp
Volume and outcome trajectory
Friends Life Limited's decision trail runs from 2013 to 2020. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.
In the latest year represented here, Friends Life Limited appeared in 1 published decisions with an upheld rate of 0.0%.
- 2020: 1 decisions, 0.0% upheld
- 2019: 7 decisions, 28.6% upheld
- 2018: 23 decisions, 39.1% upheld
- 2017: 43 decisions, 13.9% upheld
- 2016: 44 decisions, 18.2% upheld
Themes, products, and precedent signals
Delay In Claim Handling is the strongest complaint-theme signal tied to Friends Life Limited in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.
Disp, Icobs, Fsma are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.
- Investment and pensions: 208 decisions
- Second complaint theme: Non-disclosure Or Misrepresentation
- Second precedent signal: Icobs
Representative cases
Recent published decisions in this slice
5 examples shown
DRN477609224 Nov 2020Not upheld
Friends Life Limited · Investment and pensions
Mr W complains, through his solicitors, that Friends Life Limited hasn’t paid him all the bonuses he is entitled to under his with-profits mortgage endowment policy and that he relied upon the guidance given in the Product Particulars that the likely bonus would bear a direct relationship ... (5 pages)
View source decisionDRN521356818 Apr 2019Upheld
Friends Life Limited · Insurance (excluding PPI)
Mrs J has complained about Friends Life Limited’s decision to terminate her claim under her employer’s group income protection insurance policy.backgroundMrs J was a member of her employer’s group income protection insurance policy which was held with Friends Life. The ... (4 pages)
View source decisionDRN443275005 Apr 2019Not upheld
Friends Life Limited · Investment and pensions
The original complaint concerned a transfer of the late Mr H’s occupational pension scheme (OPS) to a Section 32 pension policy in 1982. It is submitted that Friends Life Limited (FL) is responsible for this transfer and the advice Mr H was given to transfer. It is... (2 pages)
View source decisionDRN637839728 Mar 2019Not upheld
Friends Life Limited · Investment and pensions
Mr V complains that Friends Life Limited didn’t invest his pension contributions as he’dinstructed. The money was switched into funds which gave a lower return.background I issued a provisional decision on 1 February 2019. I’ve attached it and it forms part of this dec... (11 pages)
View source decisionDRN741789208 Mar 2019Not upheld
Friends Life Limited · Investment and pensions
Mr B complains that Friends Life Limited has removed online access to information about his pension investments. backgroundMr B took out a self-invested personal pension (SIPP) in 2008. He bought that plan from a company that was subsequently taken over by Friends Life. ... (3 pages)
View source decision