Pru UK Reviews 

Very prompt service

If I could give no stars i would. This company seems to have no concept that they are dealing with peoples livelihoods. My pension company has been trying to access details from the Pru for months with no reply. Without this response my pension pay out is delayed and i have no alternate source of income. If i have the temerity to ring directly they say they can't talk to me, get my pension company to contact them. I tell them they have contacted them on numerous occasions and the Pru ignores them. Round and round we go with little hope of an outcome. Pension ombudsman next stop.

I have been trying to get MY FUNDS from Prudential since March 2026, I seem to be dealing with incompetent persons each time I engage with them, they have everything they need, no they don’t - I’m going around in circles getting nowhere and no one seems to care ! Absolute shambles

Replied to response - let’s see how long the wait is this time 🤥

01/10/2026 - still waiting for this to be resolved

Request was straight forward and processed very well

Super easy to access your savings fund or bond, simple process, fully explained & delivered into my bank within the timeframe i was notified of, what more can you ask for, 1st class experience

It has been over a month since I reached out to Prudential regarding an insurance policy held on behalf of my deceased father. Despite numerous emails, I have yet to receive a response. I communicated that the funds from the policy are necessary to settle the funeral expenses, but this information appears to have made no impact. As a result, I have had to secure a loan in order to cover these costs, given that Prudential has not provided the funds owed to us.
I have encountered several similar accounts on this platform and noted some automated responses, but regardless of those claims, if this negative review is visible, it indicates that my issue remains unresolved. I will remove this review once my claim is satisfactorily addressed.
Thus far, my experience has not included any customer service assistance, but rather a lack of communication from a company that refuses to disburse funds we are entitled to, all while we are managing our grief. This situation is deeply disappointing.

Twice I’ve tried to access my pension third time lucky The person I spoke to this time was very helpful and pointed me in the right direction making an appointment with the company who holds my pension

Just easy to talk to someone who no's everything Iam asking about.

My experience was greatly improved when I got in contact who knew what he was doing

The process was professional, straightforward, and well organized. The information provided was clear and easy to understand

I noticed Pru of my fathers passing on 15/07/26 and was informed we would hear back by no later than 18/08/26. 3 Weeks after that date nothing. I called customer service, under Pru you spoke to a person within seconds, M&G system and automated messages I got thru directly after spend 3 minutes 35 seconds answering questions. The excuse, a back log. IN THAT CASE EMPLOY MORE PEOPLE. M&G terrible service.
I was told I could make an official complaint but it would take 8 yes EIGHT weeks before I could expect a reply.... Is that what M7G consider customer service?

Very helpful staff, eventually

Company stuck in the past and going nowhere. Look for somewhere better and take your pension away from the Pru, they're toast.

The most frustrating inept company I have ever had the misfortune to deal with!
Over two months trying to surrender a bond to get OUR money out. Initially via our Financial Advisor who I thought was inept and hanging out for another years fees but now realise after taking over from them that it is in fact The Pru themselves.
Generic repetitive useless responses via chat, differing information off agents. No means of speaking to anyone who can actually answer questions. Asking for further information which according to their withdrawal form is not required. I could go on.
Culminating this morning with an email telling me that I have a message on the portal to read. I’ve logged on and can see my documents but no message tab.
I assume it can only be accessed Monday-Friday as per their customer services but they don’t say that. I have made a complaint and my case has supposedly been escalated but I’m not holding my breath. If I could leave no stars I would. I have nothing good to say about this company whatsoever.

Guidance and risks were given very clearly by the member of staff.

This is a review of a recent experience with M&G.

I have been investing with M&G for more than forty years and found them to be consistently incompetent and inefficient, but their mis-steps have now taken a sinister and spiteful turn. Their latest actions are unethical and immoral.

They waited until I had sold units to the value of £10,000 to pay a tax liability in my country of residence before deciding they would require an ID verification before paying out the proceeds. Quite reasonable, you may think. There's too much money laundering out there. I agree, but it was trickery pure and simple. They waiting till I had sold the units, then obdurately refused to carry out the verification online, though this is the industry standard for any financial company in the 21st century. It was deceit of the most blatant kind. Their reason: they couldn't do it online 'on this occasion'. Instead, they demanded that I send certified documents by post, in the full knowledge, as I have told them often enough, that the post between here and the UK takes six weeks. Thus, because they didn't tell me of this requirement until after I had sold the units, they forced me for multiple weeks into a cash position I didn't choose and obliged me to sell other investments to pay the tax bill the £10,000 was intended to cover.

It's no surprise that I am in the process of disinvesting myself from M&G. I'm doing this for the simple reason that I cannot bear the thought of my widow having to deal with such muppets after I die. They take three months to send me a tax certificate every year; the thought of them coping with probate documents is horrifying.

My advice if you ever want to get your money out of M&G: don't put it in in the first place.