Prudential Plc

One star only because I can't give zero! Please don't contact this company with regards to a bereavement unless you want hassle and upset. Twice I have been told to upload a death certificate to the online portal - twice they haven't received it and now I have been told that they don't accept the document via the online portal anyhow! This has significantly delayed execution of the finanicial affairs of my late Mother and I think the only way to deal with this now is through a solicitor's letter - although they probably won't receive that either according to their records. Also, don't expect an efficient or kind person to deal with you - be prepared for an argumentative know it all.

I would give them 0 stars if I could. I have been trying to help my dad gain access to his pension for almost 2 years now. They use every tactic they can to avoid paying. I'm honestly getting to the point of losing my mind trying to help my dad with this. They send the same documents over and over and over. Complained to the financial ombudsman and waiting to hear a response from that

I am nearly 80. I have been trying for two years to withdraw my money from this company, all they do is repeatedly send packs out, even after having a two long phone calls and filling in a detailed questionaire.
Anyone reading this - please - please, do not use this company.

Having not replied to their review letter as I wished to change my premium amount my financial advisor contacted PRU for information.It has taken two months to answer a simple question!
In this time I have received 4 letters saying I had not replied to their review letter!! I DO know that and don’t wish to keep receiving letters I find quite threatening.My health has suffered because of this company’s incompetence and I wish I had never had anything to do with them.Appalling customer care….in fact there isn’t any.

My mother died in December 2024 - I contacted prudential to let them know and it took until April with many phone calls to get paperwork to release funds - every phone call came with a promise to get paperwork sent out. When they did eventually send paperwork after being given all the executors addresses they still managed to send one letter to an incorrect address. We would not recommend this company and definitely felt fobbed off after putting in an official complaint and receiving a basic apology letter in May which didn’t even explain what had gone wrong.

Horrible company. Try to tax you as much as possible and take 6 months more than anticipated to do anything. They will be audited. It's not good enough. No one should have to go through this to get a payout.

I thought my son and daughter’s inheritance would be safe with a household financial name like Prudential. Then my daughter asked to withdraw enough for a car so she could look for work further afield.
As you’ll read from others on Trustpilot, it began with one delay and form request after another, obvious delaying tactics. Latest form was for companies or persons living in Ireland??!! We live in Suffolk. So we’re still pushing, hoping, about six months since this began.
Then I found it wasn’t just us, and there’s all these horror stories, and people losing either funds or pensions as a result.

Our funds were setup by a Financial Advisor. If they didn’t see this coming what chance do the lesser mortals like us have?
Spread the word - let everyone know. In the meantime let’s hope the Financial Authorities will do something. Thought this sort of practice from a leading company was history.

Absolutely awful company . Invested a large amount in 2015 split into 4 trusts for my children to access when older. Had nothing but trouble with them since trying to withdraw . They constantly move the goal post , put obstacles in your way to avoid paying out . You can never get the same person , each have a different story , they don't follow up on complaints or escalations . It's absolutely awful. Do NOT invest with this company . They're a disgrace

Started to access my 2 pension policies April 2024 it took 1 year before I got it . Stressed out for 12 months prudential you should be ashamed !!!! Taking advantage of pensioners old vulnerable people
You should be named and shamed

Worst outfit you will ever have to deal with.
Everyone with a complaint needs to contact the FCA ( Financial Conduct Authority) and lodge a complaint
fca.org.uk/ .Then your MP
They contacted a family member concerning my late mothers estate. Asking them to fill in a confimation of details form. I am the administrator of the estate i gave them a ring as family member refused to give me details. What a fiasco they denied knowledge of her dispite sending a letter requesting information. Refused to put me through to anyone else including fraud department.
After several phone calls i was told they would give me a call following week.
Nothing i rang back same rubbish no record of anything dispite me uploading death cert administration letter ect. Another letter we have nothing on record.
Rang FCA they told me to send official complaint and how to word it,sent recorded delivery.
Bingo they sent a confirmation of details form asking where see lived at a specific date so i knew they had something on record.
Low and behold i replied and a couple of weeks later i recieve a letter they have updated me to legal representative and finally a plan number.If you have any questions ring us here quoting plan number.
What a set up steer clear, i ring up explain everything hour plus on phone with them refusing to tell me anything. As i could not give the date it was taken out. On something i never knew existed.Back to FSA then a judge i will explain i can not settle estate due to these clowns its been going on 3 months +

I had to deal with these low life’s. Their service is absolutely shocking. Three complaints I lodged! Everyone was upheld. 94% bad on their reviews which tell you everything you need to know.
They are the most disgustingly company I have ever dealt with.

Awful experience, it has taken over 8 weeks and they still haven’t set up my pension scheme, funny enough they managed to cash my cheque.

Took out an AVC through my employer last year. Really poor experience. Told I am unable to track performance online. I’ve also been seeking to speak to someone about increasing my contributions. I’ve tried to request this by email but no response. I’ve tried to register and log on which doesn’t work for me. I’ve spoken to someone on phone who redirected me via website (my mistake was listening) and several weeks ago I spoke with an online chat function who said they couldn’t help but that someone from prudential would contact me. Guess what. No subsequent contact.

Appalling! I want to transfer my AVCs from Prudential to my current pension plan which should have been a seamless online experience (which it has been for the other pensions I've transferred). When the transfer request was made from my current provider there was what looks like an auto response from Prudential 'Transfer is not allowed for scheme :: xxx Prudential 11/04/2025 17:01:14 Machine User' No other explanation! To add insult to injury, when I tried to login to the account, the website did not recognise my login credentials which I know were correct as I saved the account in my password manager on set up. Honestly, I just want to get my money away from this horrible company as quickly as I can.

A truly awful company. I am executor for my sadly departed parents, and have been trying to claim the payment due on their policy. Pru Phone numbers don’t work, they do everything possible to avoid settling the policy, putting more and more obstacles in the way, I’ve provided all the documents apparently required, death certificates, wills etc, but still they apparently need more.
Please avoid this dreadful, money grabbing organisation if you wish to retain your sanity.

Our agent/tax advisor is extremely helpful and always available to assist us with anything and advise. Goes above and beyond. Always polite and courteous and above all patient with us. We wouldn’t know what to do without him. Excellent service all round.

Tried to logon to the online system and was unable , went through to help desk where i spoke to a gentleman who unfortunately had a poor understanding of English . He said he would sort issues by registering my email but now the system does not recognise my name and DOB which it did before i spoke to him.

my pension was due to be paid to myself on 1st July.2023, now nearly 2 years later I am still battling a system that does not care about its customers, excuse after excuse any reason for pru to avoid paying, it seems they just hope you pass away before they ay out then they can forget about you totally. I paid for 38 years in return for my pension but pru have different ideas lets just make up excuses to drag the whole process out, i repeat nearly 2 years I thought everything was on computers and available instantly, pru seem to have an abacus and quills with ink pots to delay and delay.

There online system is complete shambles trying to find and read through highly important documents as they put it, there's no online app to speak of just for personal pensions which I find crazy. When I ask Google if there is a Prudential pension app it says yes then when you download it is Prudential Hong Kong ridiculous all people want a simple way to access there pensions information so pull your finger out Prudential and make easier for people, how any one who doesn't have access to there so called online portal it must take age's just remember it's our money that keeps your business going.

Zero stars would be more realistic.
I have been trying to withdraw pension funds with this company.
You make a call and your given the advice.
They advise they can't email the forms but they will be posted.
No forms arrive so you chase them up again and use their secure message service, and they are unable to confirm if form is sent, so they say they will resend , and no forms online to fill in?
Just delaying tactics over and over again.
I complained and wow i got a confirmation of complaint letter through the post,but no sign of a payment pack which i asked for back in the end of March 2025 .Im sure this could all be done online and over the phone but guess they don't want you to have your money.
In meantime what with all the Trump tarrifs my pension has lost money in one week.
If Prudential was efficient and cared about you ,then this service would be sorted by now
Fingers and legs crossed i might end up with enough to buy a Pint by the time payment is made.
Good luck out there one fed up customer.