Pru UK Reviews 3.632

Good but you can't always understand the person on the phone

Great communication

The online process was easy to understand and meant that completing the required documentation was straightforward.

helpful and friendly staff, scheduled call backs and called within time period

The process was simple and the timetable set was bettered.

Once we figured out policy , then itv moved more swiftly.

I have been in touch with the prudential for 10 months now. After the passing of my brother suddenly. With him having no will or beneficiaries on his pension. The claim to his pension has been undoubtedly the most stressful and hurtful experience within my whole family. They constantly not listening, not liaising with relevant departments. Advisors saying they will personally take on investigations and call you back...... not. Losing my personal information and blaming the post office, even though they have recieved EVERY single peice of information they have asked me for in the past. Managers not taking accountability. Not being able to speak to ANYBODY within the bereavement department? They have to be contacted via email. Giving out false information of deadlines. I have raised 4 to 5 complaints so far, have been told today that I will be contacted via phone call or email. I won't be holding my breath! Upto today 8/4/26 from the 27/6/2025 inhabe spoken to over 12 advisors. I am still no closer to getting any closure for my family. AVOID THIS COMPANY at all costs.

too many questions everytime I go on to pru I get a survey

Seamless rransfer

Very easy and efficient online process to withdraw funds.

Everyone i spoke to was helpful and polite

I made a very simple request to have my account and importantly my dashboard Selected Retirement Date (SRD) changed. I also asked for some simple confirmations around having my communications and options packs provided digitally. I did this through the secure portal and via email.

The incompetent offshore secure portal team just don't read requests properly. They continually respond with please contact us when you turn 55 and we will help you. They have no concept of preplanning so you are ready at 55, not beginning the process then, I'm very cognisant they have a well documented history of slow interactions once you do start the process of seeking regular payments, but irrespective supporting investment decisions in advance is an obligation placed on them and mandatory for them to assit in. The most basic of which is recording your desired SRD.

They also don't understand that this tardy response directly contravenes their responsibilities and obligations as set out by the regulator and in statutory law.

Under FCA COBS 19.4.5AR, they are required to provide my retirement options statement between four and six months prior to this SRD date, which they are failing to adjust repeatedly by not updating my SRD in my dashboard and statement. How can they expect to process the later workflow properly, if they cant update the date that triggers it correctly?

I originally requested the SRD change on the 19th Feb, it was ignored, not even acknowledge. Then raised a formal complaint on the 25th March with the complaints team, again not acknowledged and again on the 27th March, once again ignored. Tried again 1st April and reraised the complaint. Still no response.

They listened when I had a problem contacting an advisor .
My claim was dealt with quickly and efficiently

Did a pension fund transfer. Went smoothly and no problems whatsoever