Firm analysis

Sun Life Assurance Company of Canada (U.K.) Limited complaint analysis

A public analysis page covering published Financial Ombudsman decisions involving Sun Life Assurance Company of Canada (U.K.) Limited, including outcome context, product mix, complaint themes, and representative cases.

Page summary

675 published decisions involving Sun Life Assurance Company of Canada (U.K.) Limited, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

675

Firm-specific decision volume in the public corpus

Upheld rate

37.0%

250 upheld decisions

Latest published decision 12 Nov 2024

Published decisions

675

Firm-specific decision volume in the public corpus

Upheld rate

37.0%

250 upheld decisions

Leading product

Investment and pensions

481 decisions

Leading complaint theme

Affordability Assessment Failure

52 tagged decisions

Sun Life Assurance Company of Canada (U.K.) Limited at a glance

Sun Life Assurance Company of Canada (U.K.) Limited appears in 675 published decisions in this corpus. 37.0% 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 481 decisions and an upheld rate of 36.8%.

  • Latest active year in the published data: 2024 (34 decisions)
  • Most common complaint theme: Affordability Assessment Failure
  • Most common precedent signal: Disp

Volume and outcome trajectory

Sun Life Assurance Company of Canada (U.K.) Limited's decision trail runs from 2013 to 2024. 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, Sun Life Assurance Company of Canada (U.K.) Limited appeared in 34 published decisions with an upheld rate of 38.2%.

  • 2024: 34 decisions, 38.2% upheld
  • 2023: 38 decisions, 52.6% upheld
  • 2022: 33 decisions, 42.4% upheld
  • 2021: 33 decisions, 27.3% upheld
  • 2020: 47 decisions, 38.3% upheld

Themes, products, and precedent signals

Affordability Assessment Failure is the strongest complaint-theme signal tied to Sun Life Assurance Company of Canada (U.K.) Limited in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.

Disp, Cobs, 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: 481 decisions
  • Second complaint theme: Delay In Claim Handling
  • Second precedent signal: Cobs

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-513772812 Nov 2024Upheld

Sun Life Assurance Company of Canada (U.K.) Limited · Investments

DRN-5137728 The complaint Mr and Mrs T have complained that the mortgage endowment policy they have with Sun Life Assurance Company of Canada (U.K.) Limited (SLOC) was not viable as a repayment vehicle for their mortgage and should not have been sold to them. They have said when the pol... (6 pages)

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DRN-512300405 Nov 2024Not upheld

Sun Life Assurance Company of Canada (U.K.) Limited · Pensions and Annuities

DRN-5123004 The complaint Miss B has complained, with the help of a professional representative, about a transfer of her Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life) personal pension to a small self-administered scheme (SSAS) in December 2014. Miss B’s SSAS was subsequ... (11 pages)

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DRN-501547629 Oct 2024Not upheld

Sun Life Assurance Company of Canada (U.K.) Limited · Pensions and Annuities

DRN-5015476 The complaint Mrs S has complained about a transfer of her Sun Life Assurance Company of Canada (UK) Limited (Sun Life) personal pension to a small self-administered scheme (SSAS) in April 2015. Mrs S’s SSAS was subsequently used to invest in Llana Beach, a resort developmen... (17 pages)

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DRN-488296128 Oct 2024Not upheld

Sun Life Assurance Company of Canada (U.K.) Limited · Insurance

DRN-4882961 The complaint X complains about the maturity value of a life insurance plan they held with Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada. What happened X was unhappy with the amount they received when their life plan matured so c... (2 pages)

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DRN-499825920 Sept 2024Not upheld

Sun Life Assurance Company of Canada (U.K.) Limited · Pensions and Annuities

DRN-4998259 The complaint Mr H has complained about a transfer of his Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (“SLOC”) personal pensions to a small self- administered scheme (“SSAS”) in 2015. Mr H’s SSAS was subsequently used to invest... (11 pages)

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