Pru UK Avis 3 629

Total incompetence

Drew money from my pension. Lady I dealt with was brilliant 👏. I thought it would have been a hassle getting it. But it was easy. Got my money with in 7 working days. Was only on the phone about 25minutes. Thank very much.

Maturation of small pension policy.Clear choices made available regarding options available. Payment of policy made within agreed time scale.Whole process made simple.

Easy online access to request withdrawal. Transfered to my bank in the given tome frame

Polite, helpful people who made the process easy.

BREACH REGULATIONS & DISCRIMINATE

The rudest, most incompetent pensions company in the market.

They twice said different sets of information had been sent when chased up on two separate matters on two different occassions in 2025 and 2026 !
Both times despite clear timed and dated unequivocal evidence to prove them wrong they failed to evidence otherwise (as they couldn’t) but instead simply alleged “their systems” had different information to the customer communication on their own customer portal !!

They then have ignored request for a DSAR in November 2025, chased in January 2026, and still fail in flagrant disregard of GDPR !!

I also emphatically stated I wanted to withdraw my finances held with them and they have failed to comply with the instruction made in January !

Their CEO Andre Rossi ignores all correspondence and takes no accountability, merely allows delegation to further inept individuals who issued a single letter devoid of accountability or timescales, since doing absolutely nothing !!!

Across all this they have deliberately ignored disability / reasonable adjustment flags, wilfully disregarding duty of care under Equalities Act.

Pensions Regulator made fully awar and at least the Regulator has communicated showing their interest.

I am currently dealing with Prudential Assurance Company Limited regarding a death benefit claim for my late mother’s pension, and unfortunately the process has been extremely frustrating.

Over the past number of months I have completed and returned all the forms requested, including the pension claim form and payment instruction form. I have also provided the supporting documentation requested, which Prudential confirmed they received and returned to me on 20 January 2026.

Despite this, I have continued to receive further letters asking for the same information again — most recently requesting confirmation of the Legal Personal Representative, which I had already provided previously.

I have contacted Prudential directly to ask them to confirm:
• whether they have received all documents submitted
• whether any further information is actually required
• and for an update on the progress of the claim

Unfortunately I have not received a response.

I completely understand that due diligence is required when dealing with pension death benefits, however the repeated requests for the same information and lack of clear communication have made an already difficult situation much harder to deal with.

All I am asking for at this stage is a clear update on the status of the claim and confirmation of what, if anything, is still outstanding so that this matter can finally be brought to a close.

I'm old and my son dealt with it as I find it very difficult 😏

Advice given was clear and explicit.

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.

Was advised that an address change required a written request. Then found out this could be done online.

Telephone conversation was straightforward and helpful

Payment? Vague about when i will get my money.

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.

Professional

Website easy to navigate. Instructions clear and easy to understand.

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.