Prudential Plc Avis 401

I wouldn’t give them 1 star! My husband is terminally ill and we have been trying to get them to pay his pension to his ex wife as part of an ear marking order. Promised call backs never received. They have every piece of paperwork requested and money transferred into a holding account but nothing. They do not care that he is terminally ill …. At my wits end caring for my husband and trying to deal with this. So many excuses - apparently it’s admin/technical team holding everything up. But unable to speak to technical team ….. heartless company !

Trying to access my pension . Can't register online as these Morons have changed the criteria . Now when I get to speak town advisor I'm interrogated about what I'm doing with MY MONEY and do I know what I'm doing ? Writing a letter of complaint as I can't find an email address . Not that it'll get me anywhere. AVOID THIS COMPANY worst I've ever dealt with . Put your pension money with someone else . They want your money but when you need it they'll put up obstacles and interrogate you about what for ?

This is the WORST company I've ever dealt with. Rude, incompetent, unable to answer the simplest questions (calls generally outsourced to India, where they're obviously working off scripts, lost paperwork, totally unnecessary paperwork), I could go on but don't want to waste my time as they have wasted mine. Do not invest in this company.

If I could give nil star I would. my husband died dec 2025 and, since that day, Prudential have been most unhelpful. I agree with other comments here, they want to hang onto the money. My husband took out a life insurance policy and Prudential say they never received certain info and yet I have an acknowledgement from them saying they HAVE received it. give Prudential a wide berth

I worked in local government for 18 years. I took out an AVC to top up my pension back in 1998. Came time tk claim it and they are saying it was life only cover. As a local government employee I receive 3 times my salary death in service and as a homeowner I had a mortgage with life cover, more than was needed to pay off my mortgage. I was missold a policy by them. The actual policy looked into by the Financial ombudsman even states it is down as Nottinghamshire County Council AVC fund....needless to say they are a bunch of scammed who will not pay out and unfortunately as I left local government and the policy lapsed over 6 years ago neither will the ombudsman.

Confirmed my contact details were correct, then rang me on the incorrect number. Not impressed.

god help me, all i want is my money ......cant reach any one on the phone because they have "issues " .did reach someone on the chat line and wait for it ,they can try and give me a call back in ......two weeks !!!!!! oh well, off to the ombudsman again,what a waste of my most precious commodity ..my time . never ever had dealings with a more pathetic company

I would have given no stars if I could. Can never get hold of them, beginning to wonder if they have folded with my money!!! Unbelievable customer service

What a shower of shite , don’t give them your money, you’ll have a fight to get it back .

To be honest I wouldn’t even give them 1 star. My dad past away 21 months ago and we are still waiting to sort out Draw Down Pension.
Lost papetwork, poor customer service, unhelpful staff, administration errors.
Have just read that on the 16/01/2026 that 100 employees of Prudential life Ins obtained money fraudulently from over 500 customers.
Registered a complaint in 13th of January 2026.
I

It took them 4 months to name 2 beneficiaries who were clearly identified by the will as sole beneficiaries. Then they refused to pay out one beneficiary who wanted to take lump sum until the other had took financial advice. 6 months since they were notified of fathers passing they are happy to hear complaints but saying another 2 months to even respond to them. For a company who people put trust in to manage their money once they pass their service is shocking. Neither I, nor my family or friends will ever have dealings with this clown show again.

Truly awful to deal with.
Webchat sends you in circles.
I’ve been trying to get MY MONEY from them for 5 months. More than £99,000 of my own money.
I’m at my wits end. And almost destitute as I NEED this to live on.
My mental health is ruined.
Every time I contact them it’s ’we Need to check the system in 24-48 hours’ it’s horrific the way they fob you off.
If I could give them 0 stars I would.

I have prudential long term Ins .After putting in much money for 27 years i am now 90 years old.My wife neads help to take care of me I have parkensons and 2 Drs. have verified my needs But prudential is so slow in everything They want me to die so they can put all the money in their pocket .If any one has a class action againest i will join in!!!!

Lump sum going missing, to appear 4 weeks later, only to be removed from my pot again! eventually going in 10 days later. Compensation of £160 offered, eventually upped to £225.00.
My request to take money out, totally ignored, call handlers promising to call back and don't, their supplied financial advisor telling me one thing, the Pru telling me something else.
DO NOT give this company your hard earned money, they DO NOT want to give it back to you.

Been on the phone to them this morning to arrange my pension as I am retiring in 2026 only to be quoted a value of 20% less than the written valuation I received less than a month ago. They are long winded are trying there hardest to get you to take their biased financial advice at an extra cost of 3% of the value of my pension.

I have been trying to encash a Prudential life policy since 17 February 2025, following my father’s death. Nearly 10 months later, it is still unresolved.

I have been given repeatedly incorrect and contradictory information by call handlers who are not specialists and have no access to the team actually administering the policy. Since September, I have amended the Trust Registration Service nine times, each time based on Prudential’s own guidance, only to be told it was still wrong.

Key failures include:
• No policy valuation provided despite repeated requests
• GDPR Subject Access Request not fulfilled
• Missed call-backs and poor communication
• Being wrongly told I was not authorised, despite being a trustee and beneficiary
• Confusion serious enough to trigger a fraud review

This process has caused unnecessary stress and anxiety during bereavement. It is no wonder so many policies remain dormant — most people would give up.

I am now escalating to the Financial Ombudsman and expect Prudential to consider goodwill compensation.

— Yvonne Laing

Absolute nightmare of a company , I really don't know how they have survived operating as they do. I have been chasing a form since October in order to cash in my pension and have been given broken after broken promise. I am buying a house which The Pru are holding up. They have sent me £150 in compensation and I still haven't received The form!I have spent hours being put on hold and cut off and it's difficult to contact anyone who appears competent. I've never had dealings like this with a company, they have been promising to send an email and hard copies within 7 days for 3 months now and they are never sent .They are causing me real problems with my own money . My next step is to report them to the financial ombudsman.my advice is steer well clear of this unprofessional outfit at all costs , they are about to make me homeless! THANKS PRU

If minus stars available I would be rating minus a million .
Happy to take endowment payments for 25 years .. policy now matured … no payout despite several emails/calls.. absolutely unacceptable…

If zero stars were an option, I’d be mashing that button like my life depended on it.
Do yourself a favour and avoid ending up with these jokers as your pension provider when you retire.

A pension transfer should take about 10 days. Ten. Not with this circus. I’m now seven months into a simple transfer of a pot with no safeguarded benefits into my occupational scheme — which, by the way, is run by one of the UK’s largest banks. You’d think that’d make things easier. You’d be wrong.

Their offshore team keeps asking me for the same information over and over, as if they’re collecting it for sport. The onshore staff are polite, smiley, and utterly powerless — a bit like flight attendants on a crashing plane.

And before you think seven months is unusually awful, let me reassure you: this is positively swift by Pru standards. Go have a look at the “Prudential Pensions User Group” on Facebook for a preview of the retirement purgatory that might await you.

I’m lucky — I’ve still got a few years before I retire. Anyone needing timely access to their pension? God help you.

So bad, literally zero return, can't transfer out because they conveniently make "back office" errors that can't be fixed. Just ask Google, chat GPT anything you want what the worst Pensions are in the UK.

If you have any elderly relatives with funds in there, please help them to transfer everything out, because they WILL need help.

Seemingly the best chance you have is to request the fund you're transferring into to do it for you, or pay a financial advisor.

Reported to the FCA.