Pru UK Reviews 3,686

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

Very poor customer services for pension! We contacted Pru with some general queries about my pension, they’ve come back to me in writing addressing only one out of five questions!

This is the reason I am moving my pension to another provider, Pru customer services is appalling!

I started my request to transfer my pension pot Sept 2025. The Pru have made one mistake after another. They keep sending me compensation cheques but just seem to be deliberately delaying the process. They keep sending me forms I have already filled in they have lost one form and requested I send it again which I have done and they still haven’t transferred my pension pot. They are the worst pension company I have used and I have used many. All other companies have sent me my money in weeks! If you make an official complaint they allow them selves 8 weeks to resolve the problem. If you plan to make a complaint to the ombudsman you have to make an official complaint in writing to the Pru first. Hopefully they will transfer my money soon. The Pru are also very poor at keeping me informed so I have to keep chasing them.

find the staff very helpful and efficient also having a friendly attitude which gives you confidence as which as i am not an expert in dealing with finance

Always helpful,but sometimes in a slightly confusing way

The adviser I spoke to was very helpful, patient and left me reassured. A good experience.

Robert W

Excellent service

In all respects I am very satisfied with Prudential.

Was able to do all I wanted over the phone, my only problem was I wasn't able to do it on the internet, hence having to make a phone call.

You patiently and carefully got there in the end, but a clearer initial notification with all policy numbers quoted would have avoided my misunderstanding.