Prudential Plc Reviews 395

A truly awful company. I am executor for my sadly departed parents, and have been trying to claim the payment due on their policy. Pru Phone numbers don’t work, they do everything possible to avoid settling the policy, putting more and more obstacles in the way, I’ve provided all the documents apparently required, death certificates, wills etc, but still they apparently need more.
Please avoid this dreadful, money grabbing organisation if you wish to retain your sanity.

Our agent/tax advisor is extremely helpful and always available to assist us with anything and advise. Goes above and beyond. Always polite and courteous and above all patient with us. We wouldn’t know what to do without him. Excellent service all round.

Tried to logon to the online system and was unable , went through to help desk where i spoke to a gentleman who unfortunately had a poor understanding of English . He said he would sort issues by registering my email but now the system does not recognise my name and DOB which it did before i spoke to him.

my pension was due to be paid to myself on 1st July.2023, now nearly 2 years later I am still battling a system that does not care about its customers, excuse after excuse any reason for pru to avoid paying, it seems they just hope you pass away before they ay out then they can forget about you totally. I paid for 38 years in return for my pension but pru have different ideas lets just make up excuses to drag the whole process out, i repeat nearly 2 years I thought everything was on computers and available instantly, pru seem to have an abacus and quills with ink pots to delay and delay.

There online system is complete shambles trying to find and read through highly important documents as they put it, there's no online app to speak of just for personal pensions which I find crazy. When I ask Google if there is a Prudential pension app it says yes then when you download it is Prudential Hong Kong ridiculous all people want a simple way to access there pensions information so pull your finger out Prudential and make easier for people, how any one who doesn't have access to there so called online portal it must take age's just remember it's our money that keeps your business going.

Zero stars would be more realistic.
I have been trying to withdraw pension funds with this company.
You make a call and your given the advice.
They advise they can't email the forms but they will be posted.
No forms arrive so you chase them up again and use their secure message service, and they are unable to confirm if form is sent, so they say they will resend , and no forms online to fill in?
Just delaying tactics over and over again.
I complained and wow i got a confirmation of complaint letter through the post,but no sign of a payment pack which i asked for back in the end of March 2025 .Im sure this could all be done online and over the phone but guess they don't want you to have your money.
In meantime what with all the Trump tarrifs my pension has lost money in one week.
If Prudential was efficient and cared about you ,then this service would be sorted by now
Fingers and legs crossed i might end up with enough to buy a Pint by the time payment is made.
Good luck out there one fed up customer.

After being a customer for a good view years through the NHS AVC pension plan, a Pru adviser has told me that most of my money has been in an account which has been “frozen” since 2017, without earning interest. I suppose I am at fault in not being more proactive, but the awful manner of the adviser on the telephone yesterday was quite a shock.
Not surprisingly, I am seeking to get away from this company. I wish I had looked at Trustpilot reviews some time ago.

They are the worst kind of thieves, in my opinion and ought to be completely avoided I lost patience but Pol!Ruckens helped me get my money back!!

Trying to get money out of them is like getting blood out of a stone .
One advisor tells you one thing another something else .
Absolutely disgraceful

I have recently reached retirement age and have been trying to get my Prudential pension pot moved to a different company so I can convert to an annuity.

In all my years of working, Prudential have proved, by some distance, to be the WORST company I have ever had to deal with. They are obstructive, incompetent and unprofessional and completely lack any empathy. There are multiple other reviews here where people have had a similar experience to me.

I am lucky in that I am not solely reliant on getting this pension immediately. I feel desperately sorry for others out there who rely on Prudential to deliver within a reasonable time period. They seem to have no concept of what good customer service is, do not answer messages through their messaging system and do not return phone calls. They NEVER respond appropriately and leave the policy holder to chase them all the time. They seem averse to sending out documents by email, stating that it is company policy. They seem to think it is reasonable to take 3 weeks to send out a standard letter and refuse to email it instead.

At no point has anyone apologised for the performance of Prudential, all they do is state that they are abiding with company policy. They don't seem to appreciate that someone who has spent 35 years contributing to a pension scheme should be treated with respect and not fobbed off with a load of company speak.

To anyone considering starting a pension or purchasing any financial product, I would urge you to avoid Prudential completely. I cannot state this strongly enough and would give them negative stars if I could.

I want to transfer my Pension out of the UK to Ireland. I started the process, finding a financial advisor in Ireland, visited her at her home went over the details and this was in November 2024. The level of delay and obstruction is unbelievable. The letters come from Lee Bullen Head of Customer Operations, Prudential Customer Services, Lancing, BN15 8GB. You deal online with a call centre in India. They don't appear to have any concept of good customer service. If this was a relatively swift process, I'd be willing to recommend the Pru. I wouldn’t wish them on my worst enemy. The actual returns on investment are fine, accessing the funds a nightmare.

tried 11 times to tell them i has a new email address
for my pension annuity they have been paying me for 15 years and for 15 years they have be sending me a P60 but in spite of this they cant find me on their system compared to virgin media pru gets one star virgin should get 1000 and we all know what rubbish virgin are

Avoid at all costs!!!
My brother tragically died in November 2024. After 14 points of contact Prudential have yet to release his funds to his sons.
In the year 2025 they require all correspondence to be in hardcopy rather than online (a delaying tactic to retain the money as long as they can). Six calls to the complaints department have yet to produce a resolution.
I cannot advise you strongly enough, to look for an alternative pension provider.
Incompetence is embedded within every department I have dealt with since November last year. They simply do not care that a family member has been lost and their incompetence adds to the heartache.
They are simply shameless and unfeeling. Place your pension funds with a responsive pension provider.

I’m unsure whether the substandard communications in respect of guardianship are ignorance, lack of training, or policy. They seem to ignore the directions of the court, and make it up as they go along. Add in failure to respond to letters, and appalling service.
Disgraceful all round really.

I retired over 2 years ago. I first had the prudential contact me just before I retired. I have complied with everything they have asked from me. Two and a half years later it still hasn't been sorted. I don't know how many times I have contacted them, answering all the same questions. They state that they can't find the logs. This is making me ill. I have asked to speak with a manager, I was told that they can't do anything. I have asked to speak to someone who can!!! No one can as far as they are concerned. I am so stressed out. I have done everything that they have asked me for many times. I am suffering high diabetes, high blood pressure and heart pains. All I get from them is the same questions. It will take only 10 minutes and it will be sorted. Two and a half years later it's still not sorted. They expect me to know things from 15/20 years ago. I'm 68 my health is not good.
I have told them No More!!!!! I wish that I could go back in time. I would Never had anything to do with them!!!!!!

Wish it was possible to give minus stars......Avoid Prudential International like the plague. They love yoh when you invest but...just try and get your money withdrawn...IMPOSSIBLE! Needed money in an emergency.....one month on, still waiting....levels of red tape, utter incompetence and bureaucracy I have never seen before. Shocking, shocking, shocking.

29/11/24 Prudential International wrote to inform me that I was owed quite a substantial amount of money. By return post I responded with a copy of the relevant details in order for them to process the return of my money.

7/2/25 at 10.41am I phoned to ask where my money was. I was told that an email would be sent to me within 10 working days to detail the progress (not the money).

24/2/25 at 10.25am, no email had been received. When I phoned they said my concerns had been escalated. Again a further promise that an update would be provided in 72 hours.

28/2/25 at 2.19pm, it was now supposedly a priority. They asked for 5 working days from 24/2/25 at 10.25am.

4/3/25 at 9.16am, it is now ‘a complaint and this complaint will now be acknowledged in 5 working days.

Not the money or a progress report but an acknowledgment of the complaint. Anybody else having a problem with Prudential International?

07-03-25. I have had an email from the Pru. They are sorry I’m disappointed and are sending me £150.
The money that they owe me will take 5 days to verify then 3 days to arrive in my bank. Today is the 8th clear day (9th if you count the 7th of March.) Needless to say neither sum has arrived.

I set up an AVC through my local authority work place pension. First of all it took about two weeks for my contributions to show up in my AVC account. Finally after showing up they disappeared and my account balance was showing as zero?? I messaged PRU to be told they haven’t received my contribution! I told them this is not the case at all as the money was there the week before. This is very concerning how their system can lose your money and after reading the other reviews I would advise PRU they seriously need to upgrade their system. You should be able to trust such a huge well known establishment.

Well where do I begin! Like the previous writer if I could give less than 1 star I would!
Iv'e held a private pension policy with the Pru since 1985 and I wanted to cash it in 4 yrs ago. Im now 69 and I could have cashed it when I was 55 but chose to keep paying into it. If I'd have known then what I would have to go through to access my own funds I would have never invested with these guys in the first place. My father swore by the Pru but he would be turning in his grave at the treatment I have endured over the last 4 years.
Started trying to access my funds in 2021. I must add that I'm now living in Australia. I spent hours and hours on the phone with various staff being passed down a long line of people who "couldn't deal with my situation" (not sure what they're being payed to do here) only to be cut off after a 2hr plus phone call with no results. This happened on numerous occasions to the point where I really didn't want to have any dealings with them, so I decided instead of drawing an annuity which would have tied me to them, I would withdraw my entire funds and put them in an Australian superfund. This caused even more hassle for me, as I was told I personally couldn't access my full fund and would have to employ a financial advisor to do so.
After many official complaints from myself and my financial advisor on my behalf and almost 4 years later I finally have my funds over in Australia and out of Prudentials hands.
I cannot begin to describe the worry, stress & anxiety plus financial burden this company has caused me.
No pensioner should have to go through this amount of stress at this time in life.
I'm convinced that they hope that you will just give up trying to access your money. They are absolutely appalling as a company for investing your money in and my advice is to never ever consider using Prudential UK if you value your savings.
Good luck everyone out there struggling in this situation .

Heene and Shadid were both very helpful and professional.