Pru UK Reviews 

For those who have invested their hard-earned money into this company called the PRU, then, when it comes time to take your pension for which you have saved so hard for, you might as well start singing alleluia.
Have a read of the points below to give you a very good idea how bad the situation is with PRU come getting your money paid to you.

Below is a clear summary of the most significant problems encountered.
1. Long delays in paying out pension lump sums.
Multiple cases show customers waiting weeks to months for money they are entitled to.
A newspaper investigation reported a customer waiting over two months for a £5,000 lump sum due to “internal processing delays and a temporary system issue” .
Pru later apologised and paid compensation.
2. Maladministration confirmed by the Pensions Ombudsman.
The Pensions Ombudsman upheld a complaint where Prudential:
• Changed pension options without clear communication.
•Created distress and inconvenience.
Was ordered to pay £1,000 compensation for maladministration.
This shows the issues are not just customer frustration — they have been formally recognised.
3. Customer service problems (systemic).
• Difficulty in contacting Pru.
• Repeated requests for documents already sent.
• Delays after bereavement.
• Slow AVC (Additional Voluntary Contribution) withdrawals.
• Poor communication and broken promises of callbacks.
These indicate system‑wide service issues, not isolated incidents.
4. Confusion around older policies (e.g., GAR annuities)
Some older Prudential/Scottish Amicable policies have complex rules, and customers report:
• Conflicting information.
• Restrictions on how funds can be split.
• Pressure to use certain annuity providers.

In reality what this means for you.
If you (or someone you know) has a Prudential pension, the main risks are:
• Slow payout when you request your money.
• Needing to repeatedly chase them.
• Paper‑based processes causing delays.
• Confusion around older policy terms.
Note: Potential need to escalate the complaint to the Pensions Ombudsman.

What to do if you’re worried about your payout.
Here’s the most effective route to avoid or resolve delays:
• Request a payout timeline in writing — this forces them to commit to dates.
• Submit a formal complaint if they exceed their own timescales.
• Escalate to the Pensions Ombudsman after 8 weeks or if you receive a “final response” you disagree with.

Everything went quickly but apparently I don't exist as I don't spend my life online.
Plus it will cost you money which is not touched on until the very last, which by then,you just want your money each month.

Good customer service

My query answered satisfactory bt Prudential as per normal.

Easy to talk to and deal with

Able to draw money on line

Easy to understand

Everyone was very respectful and helpful.

Two upheld complaints and still no further forward, required forms not getting from Pru staff scheme to their Retirement Account team, no sense of urgency very poor service.
Emailed Pru as suggested after a previous Trustpilot review and heard nothing can’t say I was surprised.
Very disappointing to suffer this level of customer service after having worked for them.
Putting their own internal processes ahead of common sense and good customer outcomes.

Easy to deal with online

I started my request to transfer my pension pot Sept 2025. The Pru have made one mistake after another. They keep sending me compensation cheques but just seem to be deliberately delaying the process. They keep sending me forms I have already filled in they have lost one form and requested I send it again which I have done and they still haven’t transferred my pension pot. They are the worst pension company I have used and I have used many. All other companies have sent me my money in weeks! If you make an official complaint they allow them selves 8 weeks to resolve the problem. If you plan to make a complaint to the ombudsman you have to make an official complaint in writing to the Pru first. Hopefully they will transfer my money soon. The Pru are also very poor at keeping me informed so I have to keep chasing them.

find the staff very helpful and efficient also having a friendly attitude which gives you confidence as which as i am not an expert in dealing with finance

Always helpful,but sometimes in a slightly confusing way

The adviser I spoke to was very helpful, patient and left me reassured. A good experience.

Robert W

Excellent service

In all respects I am very satisfied with Prudential.

Was able to do all I wanted over the phone, my only problem was I wasn't able to do it on the internet, hence having to make a phone call.