Prudential Plc

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.

I have completed all the necessary forms and sent them all the information including grant of probate for my late wife’s AVC contributions for her teachers pension. Trying to get the funds from them has been an absolute nightmare. They have proscratinated, the last finance company to pay out for my late wife’s estate. This company are an absolute disgrace. Been told that it will be escalated, but to date no payment received. My advice to people who are considering using them, my advice is do not look for alternative providers.

To present the PACK, it’s all beautiful roses in bloom, when it comes to get access to MY MONEY THAT HAS BEEN PAYED IN, REGARDLESS, they present all the thorns and dead leaves.
The telephone number shown it’s a call centre, booked an appointment, to Access MY PENSION FUND, the person who called didn’t knew what I wanted to do.
It’s pushing papers for the longest they can, till we give up.

update: Have reported to the Financial Conduct Authority (FCA).

I am awaiting a response from my offical complaint before going to the ombudsman. It is clear that Prudential are using obfuscation to prevent clients from accessing their pensions, dragging their feet in providing archived historic documents which are needed to confirm a protected pension age. My initial request for confirmation was in July 2025. Now in December no further on.

Well I thought it was me …. But then I visited Trustpilot. It’s not just me.

Once upon a time the Prudential had a great reputation.

But I tell you do not give this company any of your hard earned cash … it will take you weeks and months to get it back ..

So is 10 days a reasonable time to answer an email or check a form. Then days elapse … now we need this form … now we need this signature … now we need this letter on headed note paper.

Prudential you are an appalling organisation… I once thought that companies themselves were not bad “per se”. But the Pru is proving me wrong .

An evil company playing games so that it can keep hold of people’s money by ill pretences .

I also notice it does not respond to the many criticisms to be found on Trustpilot.

I have complained officially no response there either.

Prudence would be ashamed to have her name associated with you

I have been trying to get MY MONEY. I have been lied to. Asked to send forms in that were sent via a system where they couldn’t be completed. I had to photograph them email the photos to a printer then scan them back to myself and attach them. But in between times I had to reset my password and pin because they had locked me out. Was told that was it then on the phone this am told my funds had been released. Now been told they’re being ‘urgently’ processed and here is another form to complete. I am now in really risky situation as I have committed to financial matters as I was told my money had been released. This is seriously affecting my mental health

This company could improve by doing what they say they will! Trying to get details from them following a bereavement and they make all the promises yet deliver NOTHING. One month on still waiting for a letter and email so I can get on with valuing the estate to apply for probate. One person will tell you one thing, and another something completely different. Pot luck as to whether they tell you the right thing! All this during an extremely stressful time of grieving for my Mother. IF she knew what this would entail all those years ago she would NEVER have used Prudential. Their service has gone downhill MASSIVELY!

The most appalling customer service. Avoid at all costs and if you have any investments with them I’d move them but be warned it could take you a long time.

Im currently dealing with probate after my mothers death. Everything I send goes Royal Mail tracked and has to be signed for. I have dealt so far with numerous bank, building societies and Investment Houses, and all of them have been brilliant, sympathetic and efficient. Except for this lot. A signed authorization and instructions, signed for by them appears to be missing, which meant a call to their call centre. If it werent such a sad time, their efforts would be laughable at best, unsympathetic, stonewalling, not actually listening, and the attitude was even worse when I wanted to make a complaint about the operator. I asked for a manager which was refused, I was told he had a manager on the phone but the manager wouldnt speak to me, which I suspect he just put me on hold and came back pretending he had a manager on the other end. His attitude improved remarkably when I told him thqat I was in the process of tying out a letter to the Head of Operations, but by then I had lost interest in speaking to him. There is no rush for the money, and regardless of what happens now, they are going to the Ombudsman for the way they have dealt with the matter.

Couldn't agree more with all the negative reviews. Been asked 3 times for documents/information already sent; promises to upgrade to "urgent" are not actioned. Now been left almost penniless as had to pay for building work done but Pru still refusing to let us have OUR money despite my jumping through hoops for them.

I have an old Equitable Life annuity which was taken over by the Pru and now it seems is owned by M&G.
My pension over the last 17 years has dwindled from about £1100 to half that figure.
This is a company not to be trusted with your hard-earned money if my experience is typical of their investment performance. What is more they do not seem to care about giving decent customer service. I can see from the TP rating that many others feel the same. Avoid prudential and M&G for anything financial.

Scottish Amicable guaranteed annuity rate funds. BEWARE Prudential will try anything to defray the cost of this. 1. Forgot my NRD in 2016. Compensated but they tried to conjoin 2 entirely separate funds 1 GAR @8.7% + 1 VAR @~4%. No proof of relationship so i took my GAR and cashed the other. My bro compelled to take both - complaint to Ombudsman.
Roll on 9 years. Sorry we undervalued your GAR fund! £10+k Heres a cheque. But just the sum, + compensation @ BOE +1%. Where are my missing payments= £8+k? What about every year I live without the £1k per year?
This fund needs to be investigated by the regulator. First letter contained a blatant falsehood - revealed by second letter. DO NOT TRUST THIS COMPANY. CHECK EVERYTHING.

Having tried for months to get my pension, I am getting nowhere. I have been pushed from pillar to post, repeatedly given the wrong information and let down time and time again. I have asked for information via post as I don’t do online, my partner has even tried online for me but I have been locked out of the account. Spend hours on the phone again today, they promised me a callback, of course it has not happened. Maybe they are waiting for me to die so that they can keep my money! Christopher Mark Davies