Pru UK Reviews 3,677

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.

Awful compounded by them believing my father was dead! Recieved a letter addressed to my father (though they got his name wrong) at my address 300 miles away asking for his new address and details. He has not moved house in 45 years! Nor is he dead! When I rang to find out what was going on the number they had given me to call was for the bereavement line so their first assumption was he was dead. 30 mins of awful touch tone menus, requests to go on line and I eventually spoke to someone else who was unable to tell me what was going on and why I had received this letter, why they thought my father was dead and /or had moved house. Requested to speak to a supervisor but another 20 minutes on hold and was told no one was available. Agents work at hone so send an online form requesting help / supervisor….. if no one picks it up that’s it. Not being able to help, not being able to get a supervisor on the line is bad enough when it comes to appalling customer service but assuming someone is dead takes it to a whole new level! Agents work at home, it is an outsourced operation needless to say it is very clear the Pru have very little regard for their customers it’s all about profits.

For those who have invested their hard-earned money into this company called the PRU, then, when it comes time to take your pension for which you have saved so hard for, you might as well start singing alleluia.
Have a read of the points below to give you a very good idea how bad the situation is with PRU come getting your money paid to you.

Below is a clear summary of the most significant problems encountered.
1. Long delays in paying out pension lump sums.
Multiple cases show customers waiting weeks to months for money they are entitled to.
A newspaper investigation reported a customer waiting over two months for a £5,000 lump sum due to “internal processing delays and a temporary system issue” .
Pru later apologised and paid compensation.
2. Maladministration confirmed by the Pensions Ombudsman.
The Pensions Ombudsman upheld a complaint where Prudential:
• Changed pension options without clear communication.
•Created distress and inconvenience.
Was ordered to pay £1,000 compensation for maladministration.
This shows the issues are not just customer frustration — they have been formally recognised.
3. Customer service problems (systemic).
• Difficulty in contacting Pru.
• Repeated requests for documents already sent.
• Delays after bereavement.
• Slow AVC (Additional Voluntary Contribution) withdrawals.
• Poor communication and broken promises of callbacks.
These indicate system‑wide service issues, not isolated incidents.
4. Confusion around older policies (e.g., GAR annuities)
Some older Prudential/Scottish Amicable policies have complex rules, and customers report:
• Conflicting information.
• Restrictions on how funds can be split.
• Pressure to use certain annuity providers.

In reality what this means for you.
If you (or someone you know) has a Prudential pension, the main risks are:
• Slow payout when you request your money.
• Needing to repeatedly chase them.
• Paper‑based processes causing delays.
• Confusion around older policy terms.
Note: Potential need to escalate the complaint to the Pensions Ombudsman.

What to do if you’re worried about your payout.
Here’s the most effective route to avoid or resolve delays:
• Request a payout timeline in writing — this forces them to commit to dates.
• Submit a formal complaint if they exceed their own timescales.
• Escalate to the Pensions Ombudsman after 8 weeks or if you receive a “final response” you disagree with.

Everything went quickly but apparently I don't exist as I don't spend my life online.
Plus it will cost you money which is not touched on until the very last, which by then,you just want your money each month.

This is a review of M&G Investments, a company associated with the Pru. M&G Investments has a long track record with me of poor customer service. One bugbear is how long it takes them to issue a tax certificate at the end of the tax year. They have told me their target is to get them out within 25 days of the end of the year, but they have failed to achieve this (for me) for the last five years. This year, after two months, I have still not received the document. When I complained, they told me it would take eight weeks to investigate my complaint. I am now in the process of moving my money elsewhere.

Good customer service

My query answered satisfactory bt Prudential as per normal.

Easy to talk to and deal with

Able to draw money on line

Easy to understand

Everyone was very respectful and helpful.

Two upheld complaints and still no further forward, required forms not getting from Pru staff scheme to their Retirement Account team, no sense of urgency very poor service.
Emailed Pru as suggested after a previous Trustpilot review and heard nothing can’t say I was surprised.
Very disappointing to suffer this level of customer service after having worked for them.
Putting their own internal processes ahead of common sense and good customer outcomes.

Easy to deal with online