A bit lengthy and involved but I was pleased to be able to complete the process via a promised telephone call from Prudential (rather than having to complete a form). Your agents were very efficient... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The company at present is doing well . It is my experience from many years ago which was poor in that they did not fully explain the tax implications of these policies on withdrawl
Had a non urgent request so opted for call back one week after initial contact which I did not receive. Surprisingly after I called again in addition to sorting the problem they elevated the missed ca... See more
Company replied
Maturation of small pension policy.Clear choices made available regarding options available. Payment of policy made within agreed time scale.Whole process made simple.
Company replied
Company details
- #5 of 6 best companies in Pension office
- #125 of 135 best companies in Insurance company
Written by the company
We’re a leading savings and investments business, caring for customers for over 170 years. Ever since we were founded as a loans and life assurance company in 1848, we’ve sought to bring wealth within reach of as many people as possible by helping them access our products. Today we’re part of M&G plc, a family of brands all aligned behind the same ambition: to manage our customers’ savings and investments so that they can live the life they want, while aiming to make the world a little better along the way.
Contact info
BN15 8GB, LANCING, United Kingdom
- 0800 000 000
- mandg.com/pru
4.1
Great
4k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Gemma my agent
16 February 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Retirement Pension
Having reached retirement age. I found the information provided by Pru made understanding my pension options quite clear. Pru customer assistants were very helpful. The whole process was quite quick.
1 March 2026
Reply from Pru UK
Hi Rob, thank you for taking the time to add your review.
We're happy to hear the information we provided helped to clarify your pension options, and that your overall experience was positive.
Address change
Was advised that an address change required a written request. Then found out this could be done online.
16 February 2026
Reply from Pru UK
Hi Dave, thank you for your feedback and we are sorry for any vagueness in relation to you receiving your funds. If you are still waiting for these funds to arrive, please email us at social@prudential.co.uk with your plan number and we will follow this up with our teams. Many thanks
Poor communication and continual delays
Too much time taken to deal with matters following the death of my relative.
Poor communication which meant I had to regularly call to chase matters. Conflicting information given each time I called.
Delays sending out paperwork and delays in proccessing times meant matter has taken months to resolve and is still unresolved. Feels like they are delaying on purpose to avoid making payments. Disapointing as there is enought to deal with when your person dies. Pru need to be more mindful of this.
3 March 2026
Unprompted review
Reply from Pru UK
Hi Clare, we are sorry to hear about the difficulties you have experienced following your relative's death. We understand the importance of supporting you and we would like the opportunity to help.
To allow us to follow up on your experience with our customer service teams, please could you email us at social@prudential.co.uk with some further details, including your preferred way we can get in touch. Many thanks
Website easy to navigate.
Website easy to navigate. Instructions clear and easy to understand.
5 February 2026
Easy to use self service online
20 February 2026
By a long shot the worst company I have…
By a long shot the worst company I have ever had the displeasure to have any dealings with. Backward doesn't begin to describe them. I've been trying for weeks to get a small pension fund withdrawn and I'm going around in circles. Inept communication and that's when they answer the phone or emails which for emails takes about 1 week if your lucky, phone communication means at least a 45 minutes wait at best.
In terms of investment they're useless, better off just having the funds under your bed mattress.
Why the FCA hasn't closed them down beggars belief.
Starting to think they're just a huge criminal scam and I will never get my funds.
27 February 2026
Unprompted review
Reply from Pru UK
Hi James, we're concerned to hear about your experience and the poor impression this has given you.
We'd like to help by following up on your requirements, and to allow us to do so, please email our team at social@prudential.co.uk. We'd need your plan number, and your preferred contact details.
Alternatively, please could you forward one of your previous emails to us. Many thanks
Easy to communicate
Darren explained everything to me and made it easy to understand
2 February 2026
Excellent quick and efficient service
1 February 2026
Very satisfied with customer service I received
The customer service lady I spoke to was very helpful and talked me through the process of making the withdrawal of money.
13 January 2026
Reply from Pru UK
Hi Sheila, thank you for taking the time to leave your review, and we're happy to hear we were able to help guide you through the withdrawal process.
Should you need anything else, please do not hesitate to get in touch. Many thanks
Online portal convenience
Using the online portal to have my request processed was very simple and a very efficient way to do it avoiding post etc. The agents I dealt with were very helpful and clear in their messaging. Overall a very positive experience.
18 February 2026
Reply from Pru UK
Hi Stuart, we're delighted to hear that you had a positive experience with our online service, and that replies to your messages were helpful and clear.
We appreciate you taking the time to share your feedback, and if there's anything more we can support you with, please get in touch again. Many thanks
The Pru did all that I required and was…
The Pru did all that I required and was all done very securely.
14 February 2026
Great customer service
Easy once the first contact was made adviser made an appointment that suited me and he had all the answers too my many and varied questions left me feeling confident that I was doing the right thing
10 December 2025
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