Pru UK Reviews 3,691

My father had a small life policy with the Pru. When he died I sorted my mother’s finances out as she’s elderly. The policy was for help with his funeral etc. Both my mother and myself have heard nothing from the Pru not even an acknowledgment they have all the details I gave them so the policy can be paid to my mother. 3 weeks after my Dads funeral and 6 weeks after I notified them of his death their call centre still has NO details of who it’s progressing or even if they have written to anyone. They just stonewall and say we can’t tell you. When asked to speak to someone senior they say no…when asked to speak to the dept dealing they tell me they’re not on the phone??? In the 2020’s no phone no internet??? When asked to speak to complaints dept…..they’re not on the phone either.
I’ve sorted financial stuff with 2 banks, 4 building societies and numerous companies and utilities all sorted and finalised. The Pru a plan specifically for help with death….cant even sort out a simple very small death policy that my father took out expecting it would help my mother on his death.
Well done Pru you are not fit for purpose and I’d strongly suggest anyone reading this that wants to leave something for a loved,one to help with finances when they die avoid the Pru at all costs.

Unreliable and not to be trusted with your pension!

Pru make constant administrative errors, including that of providing incorrect pension details to a new provider!

They cannot execute the most simplest of requests and expect customers to have faith in them to manage more serious financial assets!

Avoid this organisation!

Shocking!!!!
Tried to sort out old pensions from 1990s
Gave them my NI number, all my old addresses, but the person on the end of the phone said I have not passed security and could help me. I also gave them the company I was working for that setup pension. All policy numbers.
I have now spoken to a 3rd party company to sort it out.
If they can miss handle something this easy they are not taking over the rest of my pensions.

Very simple and fast conclusion to the request

Easy to speak with and under stand the person. I needed to stop and have things explained and that was no problem.

This firm contacted me with information about an account I had forgotten.

Since reaching 55 at end of May I decided to take the option of 25% tax free cash to fund a new van . As a sole trader of 25 years experience if I treated my customers the way I have been treated I would be out of work. 3 hours of phone calls, emails, brochures, all telling me the same thing I was told over the phone. It’s the end of June and I still have not received a penny. Phone call this morning expecting to be told transfer would be taking place immediately. No, another 2 to 3 weeks! Meanwhile I have spent £1000 on van hire alone . If i wasnt going to face emergency tax on my remaining money i would take the rest out put somewhere else. Stalling for time comes to mind. It’s my money. Awful.

I got more than I thought I would

A positive experience

Easy to understand and great help from the advisor

Very helpful, it just took a long time on the phone getting through & holding on, else it would have been 5stars.

Quick efficient and professional

So M&G Pru recognise they failed me again and for the second time agreed the performance is so poor that they need to pay me compensation.

However, as stated before I dont want compensation, I want service. Specifically, I want you to manage my transfer away from you properly. I want to leave you as you are the worst company I ever dealt with.

So what's the problem now? Well my new provider established communications regarding the transfer. M&G Pru Claim Dept need a form signing and returning. Great! I do that.

However, the awful offshore team, dont acknowledge this and request a different form, they have no knowledge of the first request. And yet my new provider handling the transfer had already confirmed through the correct channel it was supposed to be the form the claims dept requested (we asked them twice to avoid precisely this issue). And yet here we are clueless requests being fired off. I have advised M&G Pru offshore team if they want something specific they should make the request via the new provider through established transfer communications channel. Simon and M&G Pru Socials team, I raise another formal complaint. Get your teams to first talk to each other and then to channel requests back via the new provider's transfer team as is good industry practice. Its crazy I even have to request this of you. Confirm in your reply here that you will do that or its just hot air!

I like that I could speak to someone about what I wanted to do

Very easy to get my money and thank you

I wanted to cash in an insurance policy , this was relatively straight forward with guidance from the staff at the Pru

DESPITE THE FACT THAT YOUR SYSTEM NEW WHO I WAS IT TREATED ME AS IF I WAS A NEW CUSTOMER AND I HAD TO SUPPLY I.D INFORMATION ALL IN A .PDF FORMAT. THIS TOOK ME A LONG TIME TO SORT AND WAS A CONSIDERABLE INCONVIENIANCE.

Messages to the company appear to be routed via a call centre in - at a guess - south Asia. Not a problem in principle, but the operatives are poorly trained and appeat to respond with whatever cut n paste occurs to them at the time.
In April, I asked for my AVC contributions to cease, as I was preparing to retire in June. The first response I had was a generic one which completely ignored my request, so I had to tell them again to cease contributions.
They then took over a month to cintact my employer to action it, meaning that they missed to payroll deadline. As a result my final month's wages were seriously reduced, and aren't enough to meet my bills.
I messaged to ask how they'd put this right. The response? To tell me that to wait for my next payslip, completely ignoring the fact that I am NO LONGER EMPLOYED.
When I complained about this, I was told that they would refund the AVC to my employer. However, not only am I NO LONGER EMPLOYED but this would create an additional tax liability if channelled back through my former employer. It's pretty scary that a huge financial organisation like Prudential wouldn't know this.
When I messaged to ask them not to do this, I received the universal fob-off response: 'your request has been passed to the relevant department.
Even more brilliantly, when I objected to that response, I received the same response again - that this request had been passed to the relevant department.
The service is so bad it would be funny, if only I hadn't been left with no money to live on and no resolution in sight.
I'll really enjoy taking this to the Ombudsman.

Update following response: this afternoon I received a text message saying that the complaints manager would 'call me shortly'.
Guess what, they didn't. Honestly, you couldn't make this stuff up.
What I eventtually did receive was a written complaint response which just told me it wasn't their fault, and failed to address any of the issues I raised about their unhinged responses so far.
Like I said, I'll enjoy taking this to the Ombudsman.